Service Delivery Managers

Designation: Service Delivery Managers

Experience: 2-10 Years

Job Location: Pune (Remote)

Job Description:


  • Effectively support IT service delivery, ensuring that systems, methodologies, policies, processes, and procedures are followed and improved (or developed, if not already in place)

  • Accountable for all aspects of service management with the customers driving stability & issues resolution to best protect the customer & business, closely managing major incidents and issues, driving problem management to identify & eliminate root causes to prevent reoccurrence & future issues

  • Lead projects from SOW creation to project planning, defining requirements, implementation, resource management, and advice to team members in all aspects of the project to ensure delivery of quality outcomes

  • Collaborate with all customers and business stakeholders to enhance IT service delivery

  • Report, communicate and update relevant stakeholders on the ongoing service operations and progress against service improvement plans

  • Proactive enough to meet all the current and anticipated future IT requirements of the organization

  • Ensure timely escalation and problems

  • Review and manage change requests, service requests, and technical refresh initiatives properly and in a systematical manner to ensure availability, performance, and reliability of the systems impacted by the change

  • Support audit activities and ensure timely follow up as well as the closure of the required action items

  • Review regular maintenance activities

  • Successfully manage the team including recruitment, mentoring, training, target setting, and performance assessment

  • Excellent written and verbal communication skills

  • Ability to communicate and present ideas to both technical and non-technical clients and staff as needed- Ability to communicate and present ideas clients and team members

  • Ability to work collaboratively with peers

  • Ability to deliver outstanding customer service while maintaining composure in stressful situations

  • Must be able to work well with demanding deadlines

  • Excellent project management and organizational skills

  • Leadership & people management skills

  • Confident & credible amongst clients, vendors, and partners

  • Enthusiasm to deliver excellent service to clients

  • Industry certifications this can include ITIL, PMP would be an added advantage

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