About Us
Hectae Analytics and Software Solutions is a digital transformation and consulting firm specializing in enterprise ITSM implementations, platform integrations, and service management optimization. We partner with clients across industries to deliver tailored, scalable, and outcome-driven solutions that enhance operational efficiency and digital service delivery.
Position Overview
We are seeking aService Delivery Manager (SDM)toset up and lead our complete service delivery system from the ground up.
This role is ideal for a professional with5+ years of experience in ITSM deliverywho can establish delivery frameworks, standardize processes, ensure service quality, and drive customer satisfaction. The SDM will act as both astrategic coordinator and hands-on delivery lead, ensuring services are executed efficiently while aligning with business objectives.
Key Responsibilities
- Design, implement, and manage theend-to-end service delivery framework.
- Establish and standardizeprocesses, SLAs, and best practicesfor smooth service operations.
- Monitor and drive service quality, ensuringcustomer satisfaction and compliance.
- Act as the primary point of contact for clients on service delivery matters.
- Collaborate with internal teams (engineering, support, business analysts, and operations) to ensure seamless service execution.
- Proactively identify risks, issues, and gaps in delivery, and implement corrective measures.
- Generate regular reports on delivery performance, efficiency, and improvement areas.
- Mentor and guide junior team members in delivery practices and standards.
Required Skills & Qualifications
- 5+ years of experiencein service delivery, implementation, or related roles.
- Strong understanding ofIT service management (ITSM) principlesand delivery frameworks.
- Hands-on experience insetting up systems and processesfrom scratch.
- Prior experience withFreshservice or similar ITSM tools(e.g., ServiceNow, Jira Service Management, Zendesk) is highly desirable.
- Excellentstakeholder managementand client-facing skills.
- Strong problem-solving, analytical, and organizational abilities.
- Effective communication skills with the ability to articulate technical concepts clearly.
- Certification in ITIL or related frameworks (preferred but not mandatory).
Why Join Us
- Build and own theservice delivery function from the ground up.
- Lead impactful delivery programs and directly influence client success.
- Collaborate with a technically advanced, client-focused, and innovation-driven team.
- Enjoy competitive compensation and growth opportunities in a fast-scaling environment.
