Information Technology Service Delivery Manager

Location : Pune

Department : IT Infrastructure

Reports To : Head – End User IT

Employment Type : Full-time

Job Location - Hadapsar

Job Purpose :

The Lead – IT Service Delivery is responsible for ensuring the seamless delivery of IT services across the organization. This includes managing service operations, vendor relationships, SLAs, incident / problem / change management, and driving continuous improvement in service quality and efficiency.

Key Responsibilities :

Service Management :

Oversee daily IT service operations ensuring adherence to SLAs and KPIs.

Lead Incident, Problem, Change, and Release Management processes.

Act as the primary escalation point for service-related issues.

Project & Program Delivery :

Manage scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies.

Collaborate with cross-functional teams to ensure successful implementation of IT solutions.

Vendor & Stakeholder Management :

Manage relationships with external IT service providers and vendors.

Conduct regular service reviews and performance evaluations.

Understand the business requirement and solution implementation.

Technical assessments of end user application and hardware requirement.

Process Improvement :

Identify and implement opportunities for service optimization and automation.

Maintain and improve the IT service catalogue and documentation.

Compliance & Governance :

Ensure IT services comply with internal policies and external regulations.

Support audits and risk assessments related to IT service delivery.

Team Leadership :

Mentor and guide service delivery team members.

Foster a culture of accountability, collaboration, and continuous learning.

Qualifications & Skills :

Bachelor’s degree in Computer Science, Information Technology, or related field.

Certifications : ITIL (mandatory)

8+ years of experience in IT service delivery, with at least 3 years in a lead role.

Strong understanding of IT infrastructure, enterprise applications, and service management tools.

Excellent communication, stakeholder management, and problem-solving skills.

Preferred Experience :

Working knowledge of platforms like Office 365 suite.

Experience in managing hybrid environments (cloud and on-premise).