3.0 - 8.0 years

0 Lacs

maharashtra

On-site

You have 8+ years of experience in IT service delivery, with a minimum of 3 years in an SDM role. You possess a strong understanding of the ITIL framework and service management best practices. Your hands-on experience includes managing EUS operations such as desktop support, remote support, and service desk functions. Your exceptional stakeholder management, communication, and leadership skills are noteworthy. Your background includes working in an IT-managed services or outsourcing environment. You excel in handling high-pressure situations and managing escalations effectively. Your strong analytical and problem-solving skills are complemented by a focus on continuous improvement. Travel may be required based on business needs, and you should be flexible to work different shifts, including 24x7 operations if necessary. As the Service Delivery Manager (SDM), your responsibilities will include ensuring seamless IT support services for end users, managing service delivery teams, and ensuring compliance with SLAs. You will collaborate closely with stakeholders to enhance efficiency, improve service quality, and elevate the overall user experience. Key Responsibilities: Service Delivery & Operations Management: - Oversee end-to-end EUS service delivery, including incident management, service requests, and problem resolution. - Ensure adherence to ITIL best practices and maintain SLA compliance. - Monitor key performance indicators (KPIs) and service metrics to drive continuous improvement. Stakeholder & Customer Management: - Act as the primary point of contact for customer escalations and service issues. - Conduct regular service review meetings with clients and internal teams. - Drive customer satisfaction by addressing concerns and enhancing service delivery. Team Leadership & Performance Management: - Lead and mentor the EUS team, comprising engineers, support staff, and technicians. - Define roles and responsibilities to ensure optimal resource utilization. - Conduct training and upskilling sessions to enhance technical and soft skills. Incident & Problem Management: - Ensure timely resolution of critical incidents to minimize business impact. - Perform root cause analysis (RCA) for recurring issues and implement corrective actions. - Implement proactive measures to prevent service disruptions. Process Improvement & Automation: - Identify areas for process optimization and automation. - Implement self-service tools and knowledge management initiatives. - Collaborate with IT teams to enhance the digital workplace experience. Compliance & Reporting: - Ensure compliance with IT security and regulatory requirements. - Generate monthly service reports, including SLA performance and improvement plans. - Track budget and cost optimization strategies for EUS operations. If you are interested in this role, please share your resume with rupali.koku@laurengroup.ai or contact 7718891340.,

Posted 1 week ago

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