Service Delivery Consultant

Role Overview: You will act as the primary point of contact for clients/customers regarding IT service delivery. Your main responsibilities will include building and maintaining strong stakeholder relationships, monitoring service performance, driving continual service improvements, ensuring compliance with contractual obligations, and facilitating the change management process. You will also be responsible for owning the incident lifecycle, ensuring timely resolution of incidents, and conducting major incident reviews. Key Responsibilities: - Act as the primary point of contact for clients/customers regarding IT service delivery - Build and maintain strong stakeholder relationships - Monitor service performance, conduct regular service reviews, and prepare performance reports - Drive continual service improvements to enhance efficiency, reduce costs, and increase customer satisfaction - Ensure compliance with contractual obligations, KPIs, and SLAs - Facilitate the change management process, ensuring all changes are recorded, assessed, approved, and implemented - Chair or participate in Change Advisory Board (CAB) meetings - Minimize the risk and impact of changes through thorough assessment and planning - Track change success rates and continuously improve the process - Own the incident lifecycle: detection, logging, classification, investigation, resolution, and closure - Ensure incidents are resolved within SLA timelines to minimize business impact - Escalate high-priority incidents and coordinate with cross-functional teams for quick recovery - Conduct major incident reviews, ensuring root causes and preventive actions are captured - Strong knowledge of ITIL framework - Proven expertise in Incident, Problem, and Change Management - Experience in managing stakeholders at senior levels, including business leaders and vendors - Excellent communication, presentation, and negotiation skills - Experience with ITSM tools (ServiceNow, Remedy, etc.) - Knowledge of cloud and hybrid IT environments - Prior experience in managed services or outsourcing environments - Customer-focused mindset with a drive for service excellence - Leadership skills to guide cross-functional teams - Problem-solving and critical-thinking ability - Continuous learner with a passion for process improvement Qualification Required: - Strong knowledge of ITIL framework - Proven expertise in Incident, Problem, and Change Management - Experience in managing stakeholders at senior levels, including business leaders and vendors - Excellent communication, presentation, and negotiation skills - Experience with ITSM tools (ServiceNow, Remedy, etc.) - Knowledge of cloud and hybrid IT environments - Prior experience in managed services or outsourcing environments - Customer-focused mindset with a drive for service excellence - Leadership skills to guide cross-functional teams - Problem-solving and critical-thinking ability - Continuous learner with a passion for process improvement,