ITSM- Delivery Manager/Senior Manager

Company Description

SAT Microsystems is a trusted IT Service Provider with a strong presence in Saudi Arabia, UAE, and across eight other countries. The company specializes in reducing business costs and complexity through innovative IT solutions, serving a diverse group of global clients. Offering services such as Managed IT Services, Cyber Security, IT Outsourcing, Robotic Process Automation (RPA), AI, and IoT Solutions, SAT Microsystems helps organizations excel in their digital transformation journeys. Their expertise and industry insight enable clients to stay ahead of emerging technology trends and ensure operational excellence.

Role Description

We are seeking an ITSM - Delivery Manager/Senior Manager for a full-time, Hybrid role located in India/Saudi Arabia. The role involves overseeing the entire IT service management process, ensuring the successful delivery of projects and services to meet client requirements. Responsibilities include managing project timelines, supervising expediting activities, coordinating inspections, and overseeing logistics to ensure efficient operations. The chosen candidate will ensure alignment with client expectations and organizational goals while delivering exceptional IT services.

Strategic Leadership:

• Develop and communicate a strategic vision for service management aligned with organizational objectives.
• Provide strategic direction for service improvement initiatives.

Service Design and Implementation:

• Oversee the design and implementation of IT service management processes, ensuring alignment with industry best practices (such as ITIL).
• Ensure that services are designed to meet business requirements and customer expectations.

Service Level Management:

• Establish and manage service level agreements (SLAs) and key performance indicators (KPIs) for IT services.
• Monitor and report on service performance against SLAs.

Process Optimization:

• Lead continuous improvement efforts for service management processes.
• Implement best practices to optimize service delivery efficiency and effectiveness.

Change Management Leadership:

• Provide leadership in change management processes to ensure the smooth transition of changes into the production environment.
• Assess the impact of changes on service delivery and mitigate potential risks.

Incident and Problem Management:

• Oversee incident and problem management processes to minimize service disruptions.
• Ensure timely resolution of incidents and effective problem-solving to prevent recurring issues.

Service Desk Management:

• Manage the service desk function, ensuring efficient handling of user requests and incidents.
• Implement strategies to enhance service desk performance and user satisfaction.

Vendor Management:

• Collaborate with vendors to ensure the delivery of quality services.
• Evaluate vendor performance and negotiate contracts to optimize service delivery costs.

Service Continuity Planning:

• Develop and maintain service continuity plans to minimize the impact of service disruptions.
• Conduct regular testing of continuity plans to ensure readiness.

ITIL Process Governance:

• Implement, monitor, and improveITIL-based processes.
• LeadChange Advisory Board (CAB)meetings and ensure controlled change implementation.
• Establish service improvement plans (CSI) and track benefits.

Budget Oversight:

• Manage the budget for service management activities.
• Allocate resources effectively to meet service delivery goals.

Communication and Stakeholder Engagement:

• Communicate service management strategies, goals, and performance to senior management and stakeholders.
• Engage with business units to understand their service needs and expectations.

Risk Management:

• Identify and manage risks associated with service delivery.
• Implement risk mitigation strategies to ensure service continuity.

Required Skills:

• 10+ years of experience inIT Service Management / Service Delivery.
• Strong hands-on experience withITIL processes.
• Experience managinglarge, distributed support teams.
• Strong stakeholder management and escalation handling skills.
• Expertise inITSM tools(ServiceNow preferred).
• Excellent communication, presentation, and leadership skills.
• Must be ready to Travel onsite to Saudi Arabia as and when required.