IT Team Lead

We are seeking a proactive IT Service Delivery Manager/Team Lead to oversee IT service performance, drive customer satisfaction, and lead a high-performing team. This role is ideal for someone with a strong ITIL foundation, experience managing service delivery, and a passion for ensuring operational excellence.

Location: Mumbai | General Shift

Key Responsibilities:

Service Performance & Monitoring:

• Monitor IT service performance against KPIs and SLAs.
• Ensure measurable targets are set for all IT services and proactively implement improvements wherever cost-justifiable.
• Produce service reports and review/revise service scope and underpinning agreements.
• Monitor and enhance customer satisfaction with IT service delivery.

Incident & Problem Management:

• Manage incidents, problems, and escalations with timely resolution.
• Conduct root cause analysis and maintain documentation for reference.
• Implement processes to prevent recurrence of issues and improve service reliability.

Process Documentation & Training:

• Create SOPs, process documents, and Confluence knowledge articles.
• Organize knowledge transfer (KT) and training sessions to enhance team performance and achieve customer satisfaction.

Team & People Management:

• Manage team performance, including roster management, attendance, and overall productivity.
• Ensure team targets align with client expectations, KPIs, and SLAs.
• Foster a collaborative environment, driving accountability, development, and excellence.

Qualifications & Skills:

• Graduate in any discipline with 4–8 years of service delivery experience.
• Strong understanding of ITIL framework; PMP, Green Belt, or Black Belt certifications are a plus.
• Proficient in MS Word, Excel, Access, and PowerPoint.
• Excellent interpersonal, verbal, and written communication skills.
• Ability to manage multiple priorities and demonstrate a proactive attitude.
• Flexible to work rotational shifts and adapt to dynamic work environments.
• Commitment, tenacity, and flexibility in approach to work.

Why Join Us:

This is an opportunity to lead a dynamic IT service delivery team, drive excellence in service operations, and play a pivotal role in enhancing customer satisfaction across the organization. If you thrive in fast-paced environments and are passionate about operational efficiency, this role is for you.