ITSM Service Delivery Manager - Incident and Problem Management, SLA, Change Management

Job Description

Work mode: Minimum 4 days in office

Required Skills:

· Incident Management

· Change Management

Job Description:

· Service Delivery Management Oversee the end-to-end delivery of IT services, ensuring alignment with business objectives and service level agreements (SLAs).

· Act as the primary point of contact for stakeholders regarding IT service delivery and operational performance.

· Monitor and report on service delivery metrics, ensuring adherence to agreed-upon standards and timelines.

· Incident and Problem Management Lead the resolution of critical incidents, ensuring minimal disruption to business operations.

· Conduct root cause analysis for recurring issues and implement preventive measures to avoid future occurrences.

· Collaborate with technical teams to ensure timely resolution of incidents and problems.

· Change and Release Management Manage IT changes and releases, ensuring minimal impact on business operations.

· Coordinate with cross-functional teams to plan, test, and implement changes effectively.

· Ensure compliance with change management processes and policies.

· Team Leadership and Collaboration.

· Lead and mentor a team of IT operations professionals, fostering a culture of accountability and continuous improvement.

· Collaborate with cross-functional teams, including infrastructure, application development, and business units, to ensure seamless service delivery.

· Drive team performance by setting clear goals, providing regular feedback, and supporting professional development.

· Vendor and Stakeholder Management; manage relationships with third-party vendors and service providers to ensure high-quality service delivery.

· Negotiate contracts and service agreements to achieve cost-effective solutions.

· Act as a liaison between business stakeholders and IT teams to ensure alignment and effective communication.

· Continuous Improvement Identify opportunities for process improvements and implement best practices to enhance service delivery.

· Drive automation and innovation initiatives to improve operational efficiency and reduce costs.

· Stay updated on industry trends and emerging technologies to ensure the organization remains competitive.

· Risk and Compliance Management.

· Ensure IT operations comply with regulatory requirements, security standards, and organizational policies.

· Identify and mitigate risks associated with IT service delivery and operations.

· Develop and maintain disaster recovery and business continuity plans.

Experiences: 8-10 years

Requirements
Work mode:
Minimum 4 days in office

Required Skills:

• Incident Management
• Change Management

Job Description:

• Service Delivery Management Oversee the end-to-end delivery of IT services, ensuring alignment with business objectives and service level agreements (SLAs).
• Act as the primary point of contact for stakeholders regarding IT service delivery and operational performance.
• Monitor and report on service delivery metrics, ensuring adherence to agreed-upon standards and timelines.
• Incident and Problem Management Lead the resolution of critical incidents, ensuring minimal disruption to business operations.
• Conduct root cause analysis for recurring issues and implement preventive measures to avoid future occurrences.
• Collaborate with technical teams to ensure timely resolution of incidents and problems.
• Change and Release Management Manage IT changes and releases, ensuring minimal impact on business operations.
• Coordinate with cross-functional teams to plan, test, and implement changes effectively.
• Ensure compliance with change management processes and policies.
• Team Leadership and Collaboration.
• Lead and mentor a team of IT operations professionals, fostering a culture of accountability and continuous improvement.
• Collaborate with cross-functional teams, including infrastructure, application development, and business units, to ensure seamless service delivery.
• Drive team performance by setting clear goals, providing regular feedback, and supporting professional development.
• Vendor and Stakeholder Management; manage relationships with third-party vendors and service providers to ensure…