Job title: ITSM - Service Delivery Manager
Location: Chennai
Key Roles & Responsibilities:
Service Delivery & StakeHolder management
- Act as the primary point of contact for clients regarding service performance.
- Conduct governance meetings to review metrics and align IT services with business goals.
- Manage client expectations and ensure satisfaction.
- Manage incidents, service requests, problems, and changes through ITSM tools (e.g., ServiceNow, FreshService, Jira).
- Ensure services are delivered within defined SLAs and KPIs.
- Maintain operational excellence across service desk and onsite support teams.
Resource & Performance Management
- Provide leadership, coaching, and mentoring to delivery teams.
- Ensure resource planning, workload distribution, and capability development.
- Promote a culture of accountability, collaboration, and continuous learning.
- Track performance metrics and implement improvements.
Continuous Improvement & Governance
- Identify opportunities to streamline processes, automate tasks, and improve efficiency
- Drive service transformation initiatives and implement industry best practices
- Participate in strategic planning for process optimization and service maturity.
- Ensure compliance with organizational policies and audits.
- Collaborate with SDMs/PMs to provide deeper project insights.
- Drive ITIL/ITSM best practices for continuous improvement.
The candidate should have 10+ years of experience in managing and Orchestrating Service Delivery with a strong programme management track record and demonstrated profitability, offshoring and bringing automation/ Gen AI adoption with current ITSM tools and technologies.
- Managing Service Delivery projects across various domain based application development and support.
- Strong customer orientation and drive offshore & onshore collaboration, decision making, problem solving, communication and presentation skills.
- Very good judgement skills and ability to shape compelling solutions and solve unstructured problems with assumptions
- Very good collaboration skills and ability to interact with multi-cultural and multi-functional teams spread across geographies
- Strong executive presence and entrepreneurial spirit
- Drive service transformation initiatives and implement industry best practices
- Drive ITIL/ITSM best practices for continuous improvement.
- Should be an ITIL V3/V4 certified candidate
