Service Delivery Manager - ITSM Tools

Company Description :

Cloudologic is a prominent cloud consulting and IT service provider based in Singapore with a deep-rooted presence in India.

Specializing in cloud operations, cyber security, and managed services, our decade-long dedication to high-quality services has earned the trust of clients Description :

This is a full-time hybrid role for a Service Delivery Manager at Cloudologic.

The Service Delivery Manager will be responsible for overseeing day-to-day operations, ensuring customer satisfaction, managing service delivery, implementing IT service management practices, and providing exceptional customer service.

The role is primarily located in Gurugram with the flexibility for some remote work.

Key Responsibilities :

• Oversee end-to-end service delivery operations, ensuring adherence to SLAs, OLAs, and contractual obligations.
• Implement and manage IT Service Management (ITSM) frameworks, aligned with ITIL standards.
• Monitor, measure, and report service performance metrics, ensuring continuous improvement in service delivery
• Act as the escalation point for service-related issues, ensuring prompt resolution and customer satisfaction.
• Collaborate with cross-functional teams (Operations, Infrastructure, Application Support, and Security) to deliver seamless services.
• Conduct regular service review meetings with internal stakeholders and clients.
• Manage incident, problem, change, and release management processes in line with ITIL practices.
• Identify service risks, issues, and dependencies, and develop mitigation plans.
• Ensure compliance with company policies, security standards, and regulatory requirements.
• Drive automation and process improvement initiatives to enhance service efficiency.
• Lead and mentor service delivery teams to achieve performance and quality Skills :
• Bachelors degree in Computer Science, Information Technology, or related field.
• 710 years of experience in IT service delivery, with at least 3 years in a managerial capacity.
• Strong experience in ITSM tools (e.g., ServiceNow, BMC Remedy, Jira Service Management).
• In-depth knowledge and practical application of ITIL processes (ITIL v3 / v4 certification preferred).
• Proven ability to manage and improve service operations in large and complex environments.
• Excellent stakeholder management, communication, and negotiation skills.
• Strong analytical and problem-solving abilities.
• Ability to lead teams, drive performance, and manage escalations effectively

(ref : hirist.tech)