Service Delivery Manager - ITIL

Description : Service Delivery Manager - ITIL & Operations

Location : Mumbai

Work Mode : Onsite | 6 Days Working

Experience : 8 to 10 Years

About the Role :

We are seeking a highly experienced and operationally focused Service Delivery Manager with 810 years of IT service management expertise to lead our team in a challenging Onsite, 6 Days Working environment in Mumbai. This critical role involves managing the end-to-end delivery of IT services, ensuring stringent adherence to SLAs and KPIs, driving continuous service improvement, and leading both technical operations and people management within the service team.

Key Responsibilities :

• Service Level Management : Take full ownership of service delivery, ensuring robust compliance with all defined SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Performance and Reporting : Define and maintain all necessary Service Level Requirements (SLR), generating comprehensive performance reports, and managing underpinning agreements (OLAs / UCs).
• Service Improvement : Monitor and analyze service performance metrics and customer satisfaction feedback, implementing proactive measures and driving initiatives for continual service improvement (CSI).
• Incident and Problem Management : Oversee and manage the complete lifecycle of incident, problem, and escalation management, ensuring rapid restoration of service and the thorough preparation of RCA (Root Cause Analysis) documentation to prevent recurrence.
• People and Performance Management : Conduct all aspects of people management, including creation of the team roster, performance reviews, attendance tracking, and fostering a high-performance culture.
• Vendor and Dependency Coordination : Act as the primary point of contact for external vendors and internal IT teams, coordinating effectively to resolve out-of-scope issues, technical dependencies, and critical service roadblocks.
• Knowledge Transfer : Organize and conduct structured training and knowledge transfer sessions to significantly enhance overall team capability and maintain high operational efficiency.

Requirements :

(ref : hirist.tech)