IT Team Lead
ConfidentialMumbai, India6 days ago
Job descriptionManage incidents, problems, and escalations with timely resolution. Conduct root cause analysis and maintain documentation for reference. Implement processes to prevent recurrence of issues and improve service reliability. Create SOPs, process documents, and Confluence knowledge articles. Organize knowledge transfer (KT) and training sessions to enhance team performance and achieve customer satisfaction. Manage team performance, including roster management, attendance, and overall productivity. Ensure team targets align with client expectations, KPIs, and SLAs. Foster a collaborative environment, driving accountability, development, and excellence. Graduate in any discipline with 4–8 years of service delivery experience. Strong understanding of ITIL framework; PMP, Green Belt, or Black Belt certifications are a plus. Proficient in MS Word, Excel, Access, and PowerPoint. Excellent interpersonal, verbal, and written communication skills. Ability to manage multiple priorities and demonstrate a proactive attitude. Flexible to work rotational shifts and adapt to dynamic work environments. Commitment, tenacity, and flexibility in approach to work.
We are seeking a proactive IT Service Delivery Manager / Team Lead to oversee IT service performance, drive customer satisfaction, and lead a high-performing team. This role is ideal for someone with a strong ITIL foundation, experience managing service delivery, and a passion for ensuring operational excellence.
Location : Mumbai | General Shift
Key Responsibilities :
Service Performance & Monitoring :
- Monitor IT service performance against KPIs and SLAs.
- Ensure measurable targets are set for all IT services and proactively implement improvements wherever cost-justifiable.
- Produce service reports and review / revise service scope and underpinning agreements.
- Monitor and enhance customer satisfaction with IT service delivery.
Incident & Problem Management :
Process Documentation & Training :
Team & People Management :
Qualifications & Skills :
Why Join Us :
This is an opportunity to lead a dynamic IT service delivery team, drive excellence in service operations, and play a pivotal role in enhancing customer satisfaction across the organization. If you thrive in fast-paced environments and are passionate about operational efficiency, this role is for you.
Skills Required
Green Belt, Pmp, Powerpoint, Access, Ms Word, Black Belt, Excel, Itil
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Team Lead • Mumbai, India
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