10 - 20 years

30 - 45 Lacs

Posted:2 hours ago| Platform: Naukri logo

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Work Mode

Hybrid

Job Type

Full Time

Job Description

Role:

Location:

Overview:

As the Service Delivery Lead for Managed Services, youll drive operational excellence through strong governance, process efficiency, and service quality. The role demands a proven leader skilled in people management, stakeholder collaboration, and delivery ownershipensuring SLA adherence, incident management, and continuous improvement across all programs.

Key Responsibilities:

  • Service Delivery & Process Optimization:

    • Design, implement, and enhance managed service frameworks and best practices.
    • Streamline operations, identify automation opportunities, and ensure process compliance.
    • Own the complete SDLC lifecycle—from solutioning to maintenance—within managed services.
  • Incident & Problem Management:

    • Lead MIM, ensuring swift P0/P1/P2 resolution with minimal business impact.
    • Coordinate bridge calls, manage escalations, and ensure clear stakeholder communication.
    • Drive service restoration and root cause analysis for critical issues.
  • Project & Delivery Management:

    • Oversee multiple delivery/support projects, ensuring adherence to scope, budget, and timelines.
    • Lead Agile ceremonies—planning, retrospectives, demos—and mitigate delivery risks.
    • Maintain 24x7 project readiness across teams and time zones.
  • People Leadership:

    • Manage large teams across shifts; drive accountability, mentorship, and performance.
    • Ensure skill development, training alignment, and optimal resource utilization.
  • Stakeholder Management:

    • Collaborate with cross-functional IT and business teams (Infra, Security, Network, Change, Release).
    • Strengthen communication, transparency, and documentation across functions.
  • Reporting & Governance:

    • Monitor KPIs (MTTR, Change Success Rate, FCR, Uptime) and track SLA adherence.
    • Report performance dashboards, customer satisfaction, and revenue metrics.
    • Ensure process compliance, automation adoption, and continuous quality improvement.

Key Metrics:

  • MTTR, Incident Response & Problem Resolution Times
  • Change Success & Uptime Rates
  • Customer Satisfaction (CSAT/NPS)
  • Resource Utilization & Revenue Leakage Prevention
  • Project Delivery Timeliness & Budget Adherence

Qualifications:

  • 10+ years in ITSM with deep expertise in Service Delivery, Incident, Problem & Change Management.
  • Proven experience leading MIM and IT delivery operations across large, complex environments.
  • Strong knowledge of ITSM tools (ServiceNow, Remedy, CARS), and project tools (JIRA).
  • Excellent leadership, stakeholder management, and analytical skills.
  • Familiar with ITIL, Agile, DevOps, and SDLC principles.
  • Proficient in reporting and dashboarding for data-driven decision-making.

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