Job Title        : IT Service Delivery Manager (IT Infrastructure)
Experience    : 7-9 Years
Location        : Bangalore

Description : 

Role Overview: 

• The IT Service Delivery Manager (SDM) for IT Infrastructure is responsible for ensuring the efficient delivery of IT services to meet the needs of the organization.
• This role involves managing IT service delivery processes, maintaining high service standards, and ensuring customer satisfaction.

Key Responsibilities:

Service Management:

• Oversee the delivery of IT services to ensure they meet business requirements and service level agreements (SLAs)1.
• Develop and implement service delivery standards and processes1.
• Monitor and report on the performance of IT services, addressing any deviations from service standards1.

Customer Relationship Management:

• Maintain strong relationships with clients to understand their needs and ensure these are met1.
• Handle customer complaints and issues related to IT services1.
• Ensure customer satisfaction through effective communication and service delivery1.

Incident and Problem Management:

• Manage and resolve critical incidents and service requests2.
• Act as the first escalation point for support calls and service requests2.
• Coordinate with other IT teams to ensure seamless service delivery2.

Vendor and Contract Management:

• Manage relationships with vendors and suppliers, negotiating contracts for IT services1.
• Ensure all IT services comply with relevant laws, regulations, and company policies1.

Continuous Improvement:

• Identify opportunities for improvement in the delivery of IT services and implement changes as needed1.
• Stay updated with the latest IT trends and technologies to enhance service delivery1.

Team Leadership:

• Lead and manage a team of IT professionals to ensure effective service delivery2.
• Provide guidance and support to team members, fostering a collaborative work environment2.

Qualifications:

• Proven experience in IT service delivery or a similar role.
• Strong understanding of IT infrastructure and service management principles.
• Excellent project management and leadership skills.
• Ability to manage multiple priorities and work under pressure.
• Strong communication and customer service skills.