IT Service Delivery Manager

The position is responsible to ensure seamless IT operation at Asset. The incumbent for the role will ensure System security, Network performance and availability, Budgeting & Procurement and Service desk management.

• Description for Internal Candidates
• Key Responsibilities of Role

Integrated Operations Management

• Adopt and implement IT polices at the site in alignment with the business direction and Adani ITIL framework
• Ensure ongoing compliance to IT policies and protocols & get sign-offs for any exceptions or non-compliance
• Establish and maintain backup / recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework

Systems, Application & Networks Availability & Performance and Operations Review

• Lead effective deployment of IT assets, systems, procedures and processes with respect to consistency, reliability and effectiveness
• Oversee performance and capacity of site IT services and solutions and ensure adherence to IT service level agreements;

Resolve and escalate issues in case of non-adherence

• Evaluate and report service-level attainment at the site as per established frameworks and metrics;

Escalate issues where necessary

• Conduct partner performance reviews from an operational perspective with respect to agreed SLAs and escalate deviations if any;

Provision adequate partner support for smooth operations

• Lead development / up-gradation of site IT systems, procedures & processes to cater to evolving needs and enhancing effectiveness and efficiency of operations

Security Operations & Disaster Recovery Management

• Implement processes and systems for maintaining security of IT solutions and services in line with standard operating procedures
• Ensure prompt resolution / escalation of security incidents;

Record and maintain logof security incidents and exception handling

• Establish and maintain backup / recovery measures for exigencies, in line with Crisis Management and Disaster recovery plans as part of overall Business Continuity framework

Demand Management & Procurement

• Facilitate demand management analysis by capturing demand for infrastructure / application related IT services and solutions at the site and identifying consumption patterns
• Implement the sourcing plan for the BU and timely raise of PRs for procurement of site assets / applications

Service Desk & Incident Management

• Manage IT incidences, inquiries / requests by users of site IT services;
• Ensure resolution within established TAT levels;

Consult business team / group COEs and collaborate with external partners to resolve issues as and when required

Infrastructure / Applications Management

• Ensure maintenance of IT hardware (Network, Server Architecture and Inventory) applications and systems at the site-level
• Ensure all IT related documentation is well maintained at the site (User Manuals, Operations guides etc.)
• Monitor the validity of site-related infrastructure, applications and systems licenses and ensure timely renewal
• Drive rationalization of site application / infrastructure inventory in adherence to the inventory management directives and in consultation with BU / group team

Project Management

• Drive site IT projects with respective partners and internal stakeholders in a collaborative and time bound manner;

Escalate issues if any in a timely manner and ensure that requisite support is provided

• Ensure smooth execution of all phases of project life cycle at the site level ( site design requirements / testing / implementation / knowledge transfer)
• Facilitate SME training / transition interventions at the site in collaboration with partners and conduct knowledge transfer success measurement
• Deploy new IT services and solutions at the site and understand the traction and level of approval from the users for the same;

Analyze the adoption ofIT services and solution by customers, ensuring that customers' expectations are met

IT Security - Risk Management & Audits

• Implement information security, privacy and data protection controls (people / process / technology) to adequately mitigate security risks and provide feedback on their effectiveness
• Facilitate internal & external IT audits as per the BU defined framework;

Implement recommendations based on audit report findings for the site in order to bridge the gaps and ensure compliance

Security Awareness & Compliance

• Drive site adherence to IT security framework, policies and guidelines
• Receive undertaking from every employee to abide by the latest IT security policy
• Run awareness initiatives (workshops, online teasers, mailers etc.) to spread awareness about IT security policy across the site

Governance Compliance & Assurance

• Implement governance systems and processes at the site in alignment to the governance framework
• Track and ensure IT budget adherence at the site level;

Timely report budget overruns if any

• Track site-level IT performance metrics and frameworks and IT service levels and ensure adherence to defined standards / SLAs

Project Governance

• Track progress of site projects with respect to adherence to the established Project Management Methodology

Contract Management and Partner Engagement

• Track partner performance and service levels at the site basis established SLAs and report the same to the business IT team in a periodic manner;

Report noncompliance ifany

• Facilitate partner road shows / POCs at the site as directed by the business IT team and update the business IT team on corresponding value addition

Committees & Councils

• Partner with business IT team and other site IT heads in periodic review meetings;

Share / gather insights regarding resolution or discuss preventive plans for chronic issues and critical incidences

Customer Feedback

• Seek active feedback and document internal customer satisfaction levels from site IT perspective, as per group / business protocols;

Analyse feedback, generate reports and communicate results to concerned stakeholders

• Qualifications and Experience

EDUCATIONAL QUALIFICATIONS :

• Bachelor's Degree in Engineering, Computer Science, Information Technology or related field from a premier institute is required
• Expert certification from leading industry bodies / companies / academic institutions / etc. in relevant areas is a plus

RELEVANT EXPERIENCE :

• 15+ years in Networks & Messaging in a strategic IT outsourcing operating model, where progressive growth has been demonstrated
• Prior experience in fast paced project teams, working under pressure and adhering to deadlines
• Prior experience in managing a large infrastructure portfolio (including Networks & Messaging) in the backdrop of a large IT transformation program