IT Service and Delivery Manager - FMCG - (Prefer Immediate Joiner)

Purpose of the role

The IT Service Delivery and Release Manager is responsible for overseeing IT service contracts, vendor performance, and the planning, coordination, and execution of changes to IT systems and services across a global, complex IT environment. This role ensures that IT services and changes are delivered efficiently, aligned with business goals, and compliant with governance standards. It combines strategic contract oversight with operational change and release management to support Liptons digital transformation.

Qualification & Experience Required

• Bachelor's degree in information technology related field
• At least 5 years of experience in IT service delivery, solutioning, or contract management roles, preferably in a global or multi-national context.
• Relevant ITSM certification (ITIL, COBIT, eTOM)
• Experience in managing global OEM or IT service contracts is desirable.

Competencies

• Strong analytical and problem-solving skills with a data-driven approach.
• Excellent negotiation, communication, and stakeholder management skills.
• Deep understanding of IT contracts, financial principles, and legal agreements.
• Ability to manage multiple priorities and work collaboratively across teams.
• Experience with configuration management and architectural tools is a plus.
• Entrepreneurial mindset and adaptability in a greenfield or fast-changing environment.
• Strong understanding of systems development lifecycles, project management, and infrastructure integration.

Accountabilities

• Manage global IT service contracts and vendor relationships to ensure performance, compliance, and value delivery.
• Monitor contract KPIs and SLAs, and drive continuous improvement in vendor performance.
• Ensure compliance with IT service governance and best practices.
• Support onboarding of new contracts and services, and manage transitions in/out of scope.
• Identify risks and develop mitigation strategies related to vendor performance and contract execution.
• Lead commercial negotiations and ensure competitive pricing and terms.
• Oversee the execution of IT change and release processes across infrastructure, applications, and operations.
• Coordinate approved change requests and integrate them with configuration and release procedures.
• Ensure smooth and controlled release of changes into production environments.
• Develop and deliver training and communication plans for change initiatives.
• Identify and implement continual service improvements in change and release processes.
• Maintain strong stakeholder engagement and ensure minimal disruption to business operations.

Stakeholder Management and key interfaces

• Finance team (IT Finance & Accounts Payable)
• Procurement team
• IT Tower Leads
• 3rd Party supplier account managers

Required Key Criteria:

• IT Contract Management Expertise:

  Demonstrate experience in managing complex IT contracts, including vendor negotiations, performance monitoring, and compliance assurance. Ability to interpret and apply contractual terms and conditions in alignment with business goals

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• Service Delivery Acumen:

  Proven ability to manage IT service delivery in a global or multi-vendor environment. Skilled in defining and tracking service level agreements (SLAs), customer satisfaction (CSAT) metrics, and continuous service improvement initiatives.

• Change & Release Management Proficiency:

  Deep understanding of ITIL-based change and release management processes. Capable of overseeing the lifecycle of changes from initiation through implementation, ensuring minimal disruption and maximum value delivery.

• Governance and Compliance Orientation:

  Familiarity with IT governance frameworks and regulatory requirements. Ensures adherence to internal policies, audit standards, and ethical practices in all aspects of service and change management.

• Analytical and Financial Insight:

  Strong analytical mindset with the ability to assess vendor performance, cost-effectiveness, and ROI. Experience working with IT budgets and financial planning tools is a plus.

• Communication and Influence:

  Excellent written and verbal communication skills. Able to influence decision-making and drive alignment across diverse teams and leadership levels.

Travel

As per job requirements globally