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24/05 P G Ganesh
Vice President/Partner at Perfect Placer Management Consulting

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Director - IT Service Delivery & Excellence (15-25 yrs)

Bangalore Job Code: 1100377

Director - IT Service Delivery & Excellence

- You will interface with the C-Suite, business and technical leaders and working groups. This position will require deep understanding of the business functions and its corresponding IT services across infrastructure and applications, to support the business day to day technical needs.

- This individual will be a relationship builder, highly communicative, with a deep knowledge of how technologies come together to service the business and is not afraid to take on technical and administrative tasks to deliver results.

- The incumbent will understand business priorities and can prioritize technical efforts around this.

- The IT Service Delivery Director will ensure that service delivery and service support processes are on track for consistent delivery for a high level of stakeholder expectations, in an effective and cost-efficient manner.

- The IT Service Delivery Director will report to the GM of IT & CEO

Essential Duties & Responsibilities for IT Service Delivery Manager:

- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

- Developing a deep understanding of projects to gain insights into the scope of service delivery and support

- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

- Performs other job-related duties as requested

- Requires the ability to sit for long periods of time, frequently type and converse over the phone (4 or more hours a day)

- Requires to ability to work occasional shifts outside of working hours

- Ensures communication, systems, procedures, and methodologies are in place to support outstanding IT service delivery to business stakeholders

- Takes ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders

- Conducting post incident reviews to better the state of IT continuously

- Analyzes incident patterns and provides feedback on infrastructure, application stability and needed enhancements proactively to better the state of IT solutions and the user experience continuously

- Identifies, customer issues and needs by maintaining an excellent relationship with end-users and stakeholders

- Analyzes internal as well as 3rd party processes and creating strategies for service delivery optimization across the organization

- Identifying monitoring the needed KPIs to measure

Qualification & Experience:

1. Bachelor's degree required in Information Technology or Business with 15 + years running service delivery programs or service desk or both

2. Certification or knowledge of ITIL principles a plus

3. Has implemented and administers service delivery platforms

4. Proficiency in leading both physical and virtual teams

5. Experience in dealing with third party-provided services

6. Excellent prioritization and results driving tenacity

7. Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

8. Providing accurate and regular reports to the management on performance of the service delivery

9. Leading personnel management, including staff recruitment, performance assessment, training, and mentoring

10. Operational ability in a diverse, large-scale environment

11. In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

12. Expertise in people management and leadership, strong organizational skills

13. Solid resource planning and problem-solving skills


- An outstanding remuneration package that rewards professionalism and diligence will be on offer for the successful applicant as well as a well-defined career path.

- An excellent package will be on offer for the right candidate, including an above industry base salary for the right person as well as the most complete employee benefit scheme. Don't miss out on this opportunity to join the market leader

Contact Person Name, Address & Nos. :

Perfect Placer
Mobile : 9873663105
Offices : Delhi, Chennai, Bangalore & Mumbai

Women-friendly workplace:

Maternity and Paternity Benefits

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