Information Technology Service Delivery Manager

JOB PROFILE: Service Delivery Manager

LOCATION: Mumbai

Role:

Service Delivery Manager’s role is to oversee the IT Service Delivery Team (both In-house and Outsourced) and ensure that the end users are receiving appropriate IT Support. This role will also monitor the productivity and quality to ensure that Service Level Agreements are met. This role will also help the Senior IT Management to implement and maintain Industry’s Best Practices, Policies, metrics and Governance.

This role will have the secondary responsibility to support and provisioning of end user technology, including Desktop, Laptop, Printers, Multi-Function Devices and all other associated operating systems, software and administration platforms. Staff relocation moves and changes, senior executive support and project delivery wherever required.

Principal Duties and Responsibilities:

• To utilize the IT Service Management platform to perform, record and escalate all activity associated with all IT Equipment support related incidents, problems and requests.
• To meet or exceed current service levels agreements to service users, including timeframes.
• To build and maintain strong relationships with business associates.
• Present the IT MI Report in Monthly MI Review Meetings.
• Troubleshoot, diagnose and repair hardware issues on desktops, laptops, printing, mobile and other assets whenever required
• Build and maintain good relationships with IT colleagues, especially those in the technical resolver groups.
• To help reinforce end user training programs to increase computer literacy and self-sufficiency.
• Participate in team meetings on a regular basis to communicate challenges faced, discuss key Service Delivery initiatives, and be aware of updates on the team’s efficiency, effectiveness and service levels.
• Contribute to a teamwork atmosphere among colleagues.
• Be proactive in recommending changes to Service Delivery policies, procedures, technology, and training to improve effectiveness, efficiency and service quality.
• Any other duties seen as critical to the role

Required Qualifications, Skills, Knowledge, Experience Skills:

• Good understanding of the organization’s goals and objectives.
• Good written and oral communication skills.
• Strong personal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Proven analytical and problem-solving abilities.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Establish good working relationship within team and other IT groups that come into daily contact with.

Educational/Professional Qualification

• Post Graduate with 8 plus years of experience in IT Operations / Service Delivery Role
• ITIL Certification preferred
• Appraised of the latest trends in technology. Ability to translate the same to suit organizational requirements.