Cloudologic - Manager - Service Delivery

Role 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 objectives.

Required Skills :

• Degree in Computer Science, Information Technology, or related field.
• 7-10 years of experience in IT service delivery, with at least 3 years in a managerial capacity.
• Strong experience in ITSM tools (e. , 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 : iimjobs.com)