About the role:
dss+ is looking for an experienced IT Service Delivery Manager to lead the IT infrastructure, end-user computing, information security, and business application services, ensuring alignment with business objectives and service level agreements (SLAs). This role involves leading a team of IT professionals, managing ITSM processes, optimizing cloud services (Microsoft Azure), and ensuring the performance and availability of critical business applications such as Dynamics 365. The ideal candidate will have a strong technical background, excellent leadership skills, and a customer-focused approach.
Key Responsibilities:
1. Service Delivery Management:
Oversee end-to-end IT service delivery, ensuring services meet and exceed business expectations
Define and monitor KPIs for service delivery, ensuring adherence to SLAs
Manage service delivery processes in alignment with ITSM best practices to maximize efficiency and effectiveness
Act as the primary contact between clients, internal teams, and stakeholders, addressing service delivery concerns and escalations promptly
Conduct regular performance reviews and identify training opportunities to enhance team capabilities
Ensure team alignment with organizational goals and service delivery demands
2. IT Service Management (ITSM):
Implement and oversee ITSM processes, including incident, problem, change, and request management
Drive continuous improvement initiatives to enhance service quality and user satisfaction
Conduct regular performance reviews of ITSM processes, identifying and addressing improvement opportunities
Manage and optimize cloud services, ensuring seamless integration with existing IT frameworks
Lead cloud-related initiatives, including deployments, migrations, and scaling
Monitor Azure performance, availability, and scalability, ensuring alignment with business needs
3. Ticket Management & SLA Adherence:
Oversee the ticketing system to ensure efficient resolution of user tickets in accordance with SLAs and KPIs
Analyze ticket trends and root causes to implement preventative measures and reduce recurring issues
Ensure proper categorization and prioritization and timely resolution of incidents
4. Application Monitoring and Performance Management:
Implement and manage tools and processes to monitor the performance and availability of critical applications, including Dynamics 365
Proactively address potential performance issues to prevent downtime
Collaborate with development and infrastructure teams to resolve application-related incidents
5. Vendor and IT Support Management:
Manage vendor relationships, including contract negotiations, renewals, and adherence to terms
Ensure timely invoicing, payments, and resolution of vendor escalations
Monitor and evaluate vendor performance to ensure alignment with service delivery objectives
6. Stakeholder Management:
Build and maintain strong relationships with internal and external stakeholders, including clients and vendors
Effectively manage stakeholder expectations, ensuring alignment on objectives and deliverables
7. Reporting & Documentation:
Develop and present detailed reports on service delivery metrics, SLA compliance, cloud performance, and application monitoring outcomes
Maintain accurate and comprehensive documentation for ITSM processes, cloud services, and monitoring tools
Ensure documentation is regularly updated and accessible to the team
Required Skill Set:
Minimum of 10+ years of experience in IT Service Delivery with expertise in ITSM frameworks
Bachelor’s degree in computer science, Information Technology, or a related field preferred
Hands-on experience in IT Infra, application monitoring and performance management
Demonstrated ability to manage ticketing systems and ensure SLA compliance
ITIL v3/v4 certification is required
Microsoft Azure certifications (e.g., Azure Administrator, Azure Solutions Architect) are desirable
Six Sigma, Project Management Professional (PMP) or equivalent certification is a plus
Management and leadership skills:
Strong knowledge of ITSM frameworks and best practices
Strong analytical and problem-solving capabilities
Ability to prioritize and manage multiple tasks in a fast-paced environment
Excellent leadership, mentoring, and team management skills
Exceptional communication and interpersonal skills
Proficiency in using ticketing systems and IT monitoring tools
Demonstrated ability in vendor contract management and performance evaluation
Location: PAN India