Service Delivery Manager – IT Services

Location: Mysore, Karnataka

Looking for immediate joiners or those who can join within 30 days

Timing: The job involves working in US shifts as per business requirements

Department: IT Infrastructure Operations and Project Management

Job Summary:

The Service Delivery Manager - Operations will be responsible for managing IT Infrastructure support operations for clients, ensuring smooth production support, and overseeing implementation projects. This role requires a blend of operations management and project management expertise to deliver high-quality support services and successful service delivery.

Key Responsibilities:

Operations Management:

• Oversee daily IT support operations for clients, ensuring timely and effective resolution of issues.
• Develop and implement standard operating procedures (SOPs) to enhance operational efficiency.
• Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
• Manage the operations team, providing guidance, training, and performance evaluations.
• Coordinate with other departments to ensure seamless service delivery and client satisfaction.
• Manage escalation of complex issues and work towards prompt resolutions.

Project Management:

• Lead the planning, execution, and closing of implementation projects, ensuring they are completed on time, within scope, and budget.
• Develop detailed project plans, including timelines, milestones, and resource allocation.
• Communicate project status, risks, and issues to stakeholders and senior management.
• Collaborate with cross-functional teams to define project requirements and deliverables.
• Ensure that all project documentation is complete, accurate, and up to date.
• Facilitate project meetings, including kick-offs, status updates, and post-implementation reviews.

Qualifications:

• Bachelor’s degree in Information Technology, Science or related field.
• Minimum of 6 years of experience in IT Infrastructure Operations Management, Datacenter (DC) Operations and Project Management.
• Experience in IT Transition Projects
• Proven track record of managing support operations and leading implementation projects successfully.
• Strong understanding of production support operations and experience with ITIL or similar frameworks.
• Proficiency in Microsoft office products, project management tools and methodologies (e.g., Agile, Scrum, Waterfall),
• Excellent leadership, communication, and interpersonal skills.
• Ability to handle multiple tasks and projects simultaneously, with a strong focus on detail and accuracy.
• PMP or similar project management certification is a plus.

Key Competencies:

• Technical: Good skills in Network, Datacenter Operations, Microsoft products and ITIL based tools. Knowhow of Amazon Cloud Services will be an advantage.
• Problem-Solving: Ability to analyze complex issues, identify root causes and implement effective solutions.
• Leadership: Strong team management skills with the ability to motivate and develop team members.
• Communication: Excellent verbal and written communication skills for effective interaction with clients, team members, and stakeholders.
• Time Management: Efficiently manage time and prioritize tasks to meet deadlines and deliver high-quality results.
• Automation: Familiarity with AI based productivity tools and automation will be an added advantage

Customer Focus: Commitment to providing exceptional support and service to clients