IT Team Lead

As an IT Service Delivery Manager/Team Lead at our company in Mumbai, you will be responsible for overseeing IT service performance, driving customer satisfaction, and leading a high-performing team. Your strong ITIL foundation and experience in managing service delivery will be crucial in ensuring operational excellence. Key Responsibilities: - Monitor IT service performance against KPIs and SLAs. - Set measurable targets for all IT services and implement improvements where cost-justifiable. - Produce service reports and review/revise service scope and underpinning agreements. - Enhance customer satisfaction with IT service delivery. - Manage incidents, problems, and escalations with timely resolution. - Conduct root cause analysis and document findings. - Implement processes to prevent recurrence of issues and improve service reliability. - Create SOPs, process documents, and Confluence knowledge articles. - Organize knowledge transfer sessions to enhance team performance. - Manage team performance, roster, attendance, and productivity. - Ensure team targets align with client expectations, KPIs, and SLAs. - Foster a collaborative environment to drive accountability, development, and excellence. Qualifications & Skills: - Graduate with 4-8 years of service delivery experience. - Strong understanding of ITIL framework; PMP, Green Belt, or Black Belt certifications are a plus. - Proficient in MS Word, Excel, Access, and PowerPoint. - Excellent interpersonal, verbal, and written communication skills. - Ability to manage multiple priorities and demonstrate a proactive attitude. - Flexible to work rotational shifts and adapt to dynamic work environments. - Commitment, tenacity, and flexibility in approach to work. Join Us: This role offers you the opportunity to lead a dynamic IT service delivery team, drive excellence in service operations, and enhance customer satisfaction organization-wide. If you thrive in fast-paced environments and are passionate about operational efficiency, this role is perfect for you.,