Delivery Operations Manager

About Company : Our client is prominent Indian multinational corporation specializing in information technology (IT), consulting, and business process services and its headquartered in Bengaluru with revenues of gross revenue of ₹222.1 billion with global work force of 234,054 and listed in NASDAQ and it operates in over 60 countries and serves clients across various industries, including financial services, healthcare, manufacturing, retail, and telecommunications. The company consolidated its cloud, data, analytics, AI, and related businesses under the tech services business line. Major delivery centers in India, including cities like Chennai, Pune, Hyderabad, and Bengaluru, kochi, kolkatta, Noida.

· Job Title: Delivery Management

· Location: Bangalore

· Experience: 8+ yrs

· Job Type : Contract to hire.

· Notice Period:- Immediate joiners.

Mandatory Skills:developing processes and standard operating procedures (SOPs) for L1, L1.5 support, EUC.

Our expectation is for candidates with specialized expertise in end-user computing (EUC), establishing L1 support, ServiceNow, and developing processes and standard operating procedures (SOPs) for L1, L1.5 support

To provide clarity, the key components of the job description are as follows:

• Service Delivery Management: Define ITIL-aligned service delivery strategies, oversee IT service desk operations, manage SLAs/KPIs, and improve IT service processes.
• End-User Computing (EUC): Lead deployment and support of end-user devices (desktops, laptops, mobile devices), manage software updates, and oversee VDI and endpoint management solutions.
• Operational Excellence: Establish a robust ITSM framework, ensure IT security and compliance, and manage budgets.
• Team Leadership: Mentor IT service delivery and EUC teams, fostering a customer-focused culture.
• Stakeholder Management: Act as the primary contact for EUC and service delivery issues, collaborating with business units and vendors.
• Technical Expertise: Strong knowledge of ITIL, EUC tools (e.g., Microsoft Intune, SCCM, Citrix, VMware Horizon), Windows/macOS, MDM, Microsoft 365, and ITSM platforms like ServiceNow.