Information Technology Service Delivery Manager

Location : Pune

Department : IT Infrastructure

Reports To : Head – End User IT

Employment Type : Full-time

Job Location - Hadapsar

Job Purpose :

The Lead – IT Service Delivery is responsible for ensuring the seamless delivery of IT services across the organization. This includes managing service operations, vendor relationships, SLAs, incident / problem / change management, and driving continuous improvement in service quality and efficiency.

Key Responsibilities :

• Service Management :
• Oversee daily IT service operations ensuring adherence to SLAs and KPIs.
• Lead Incident, Problem, Change, and Release Management processes.
• Act as the primary escalation point for service-related issues.
• Project & Program Delivery :
• Manage scope, timelines, and delivery of IT projects using Agile, Waterfall, or Hybrid methodologies.
• Collaborate with cross-functional teams to ensure successful implementation of IT solutions.
• Vendor & Stakeholder Management :
• Manage relationships with external IT service providers and vendors.
• Conduct regular service reviews and performance evaluations.
• Understand the business requirement and solution implementation.
• Technical assessments of end user application and hardware requirement.
• Process Improvement :
• Identify and implement opportunities for service optimization and automation.
• Maintain and improve the IT service catalogue and documentation.
• Compliance & Governance :
• Ensure IT services comply with internal policies and external regulations.
• Support audits and risk assessments related to IT service delivery.
• Team Leadership :
• Mentor and guide service delivery team members.
• Foster a culture of accountability, collaboration, and continuous learning.

Qualifications & Skills :

Preferred Experience :