Senior Manager - Service Delhivery (IT)

CORE RESPONSIBILITIES

1. Leadership & People Development 

• Lead, mentor, and coach Associate Managers, Assistant Managers, Team Leads, and engineers to build a high-performance culture. 
• Create structured career development plans and succession pipelines. 
• Drive a culture of accountability, ownership, and continuous improvement. 
• Oversee staffing, shift management, and capacity planning for a 24/7/365 operation. 
• Partner with HR on hiring, onboarding, training, and performance management. 
• Ensure alignment with ProVals values: transparency, collaboration, professionalism, and operational excellence. 
• Lead organizational scaling efforts, managing team structure evolution as ProVal grows. 

2. Operational Management 

• Own end-to-end responsibility for service delivery across shifts and service lines. 
• Ensure SLA adherence and timely resolution of tickets, incidents, and service requests. 
• Monitor queues, workloads, backlogs, and operational trends. 
• Coordinate escalations and cross-team operations with Managed NOC, Software Consulting, and ProServe. 
• Standardize communication and handoff procedures between US and India teams. 

3. Service Delivery & Stakeholder Management 

• Serve as senior escalation point for critical or unresolved incidents. 
• Maintain strong relationships with US and India stakeholders. 
• Conduct service review meetings and present insights, risks, and improvement plans. 
• Champion a customer first mindset and implement structured feedback and RCA loops. 
• Facilitate clear communication channels between service lines to ensure coordinated delivery. 

4. Performance Monitoring & Reporting 

• Track KPIs such as SLA compliance, MTTR, FCR, CSAT, productivity, and ticket trends. 
• Prepare weekly, monthly, and quarterly dashboards for leadership. 
• Use data driven analysis to identify gaps, root causes, and improvement opportunities. 
• Enhance scorecards and reporting mechanisms for visibility into team performance and operational health. 

5. Process Improvement & Technology Enablement 

• Evaluate workflows and identify opportunities for automation, optimization, and standardization. 
• Partner with all teams to design tech enabled solutions. 
• Develop SOPs, runbooks, KB articles, and training materials. 
• Introduce best practices in ticket quality, communication, and escalation management. 
• Promote a mindset of leveraging technology and automation to solve operational challenges.

QUALIFICATION & EXPERIENCE

• Bachelors degree in IT, Computer Science, or related field.
• 1215 years of experience in IT Support, Service Desk, NOC, or MSP operations.
• 5–7 years of experience managing managers and team leads.
• Experience with global delivery models required.
• ITIL certification is a plus.

REQUIRED SKILL SET

• Demonstrated success managing multilayered technical support teams. 
• Excellent leadership presence, communication, and interpersonal skills. 
• Strong ability to coach, mentor, and develop future leaders. 
• Moderate technical understanding relevant to MSP environments (Windows, networking,
• monitoring tools, RMM platforms, ITIL). 
• Strong analytical and problem-solving abilities. 
• Comfort working in a fast paced environment with evolving priorities. 
• Ability to drive operational alignment across service lines and influence global stakeholders. 
• Skilled in change management and scaling operations.