It team lead

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 :

Manage 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.

Process Documentation & Training :

Create SOPs, process documents, and Confluence knowledge articles.

Organize knowledge