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Purpose of the Role: - The IT Service Delivery Manager is primarily responsible for the effective management of incidents and service requests, ensuring seamless delivery and escalation throughout the support organization. - This role assists IT Service Management & Operations Director to design the process flow for IT service and incident management, change management globally. - This role involves continuous monitoring and steering of the executing organization to meet business-agreed SLAs for end-user support, incident management, service request management, change management, and continuous improvement, all in alignment with ITIL best practices. - Additionally, the IT Service Delivery Manager is the IT ticketing tools owner, responsible for overseeing the process flow design and reporting. This includes ensuring that the ticketing system is optimized for efficiency, accuracy, and compliance with organizational standards. Key Responsibility Areas: Service Management: - Oversee delivery of 40+ outsource partner resources to ensure they provide seamless delivery of Technology Support services to Coats employees, covering incidents and service requests. - Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary - Build relationships with key stakeholders within Coats technology & externally with IT Fully Managed Service Provider. - Identify opportunities for improving services delivered by outsourcing partner, recommend alternatives to enhance benefits derived from services offered. - Ensure that the outsourcing partner has adequate tools, knowledge and processes to deliver quality support services - lead implementation of appropriate tools / process improvements. - Establish guidelines for Critical Incident Management and ensure all are appropriately handled within agreed SLA's - Provide strategic direction for Incident Management, Problem Management and Ticket Management Lifecycle (Ageing Tickets Monitoring) Process Design and Improvement: - Design a systematic approach to improve the alignment and performance of a particular Digital and Technology process with organizational strategy and customer expectations. - Review, interpret and enhance a system design or program to achieve optimal performance, operational cost, and flexibility for future change. - Prepare and document process guidelines for both technology support teams and end user consumption. - Conduct process testing before implementation. - Provide mentoring to internal support groups consisting of over 100 staff on process changes - Prepare and deliver process trainings as required to all Coats end users (circa 6500 users) Performance Metrics and Continuous Improvement - Review KPIs and performance metrics to ensure they align with the organization's goals and objectives. - Use KPIs to measure outsourcing partner performance and take corrective actions as needed. - Identify opportunities for improving services delivered by outsourcing partners and recommend enhancements. - Report on delivery commitments to ensure solutions are implemented on time and as expected. Qualification & Experience: - BE/ B. Tech or any other similar qualification. - 8+ years of IT Service Desk/Help Desk experience (5+ years in a technical lead management role) - ITIL v3 or v4 certifications - Service Now Certified Implementation Specialist (CIS) - Solid exposure in the following: Outsourcing, SLA Management, Vendor Management, Compliance, Risk Management, Business Continuity, Escalation Management and experience in Process Development - Experience with managing under Service Level Agreement (SLA), Key Performance Indicators (KPI) and performance metrics for monitoring in-scope activities - Service Now experiences - Highly organized and confident decision-making skills

Bangalore

Madurai

Madura Coats -  IT Service Delivery Manager 

Job Description for Madura Coats -  IT Service Delivery Manager  in Coats in  Bangalore Madurai for (8-11) years of experience. Apply Now!

Madura Coats -  IT Service Delivery Manager  | iimjobs.com