IT Service Delivery Head

Job Description

Job Title:IT Service Delivery Head

Location:Bhopal

Department:Information Technology

Employment Type:Full-Time

Job Overview -

You will drive operational excellence, enhance service quality, and ensure high levels of customer satisfaction across the organization.

• Strategic Leadership & Planning
• Develop and implement the IT service delivery strategy in alignment with the company&aposs overall business objectives.
• Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs) to measure and drive service performance.
• Service Management
• Oversee the end-to-end delivery of IT services, including incident management, problem management, change management, and service request fulfilment.
• Implement ITIL best practices to optimize service delivery processes and enhance efficiency.
• Manage service desk operations and ensure timely resolution of technical issues.
• Team Leadership & Development
• Lead, mentor, and develop a high-performing IT service delivery team.
• Foster a culture of continuous improvement, collaboration, and innovation within the team.
• Identify training needs and coordinate professional development opportunities for team members.
• Vendor & Stakeholder Management
• Collaborate with external vendors and service providers to ensure seamless delivery and maintenance of IT services.
• Build and maintain strong relationships with internal stakeholders, ensuring alignment between IT services and business needs.
• Act as a key point of contact for escalated issues and service disruptions.
• Operational Excellence
• Oversee IT service management processes, ensuring compliance with internal policies and external regulations.
• Drive initiatives to improve service delivery efficiency, reduce downtime, and minimize risk.
• Implement proactive monitoring and reporting mechanisms to anticipate and mitigate service-related issues.
• Budget & Resource Management
• Develop and manage the IT service delivery budget, ensuring optimal resource allocation.
• Forecast future IT service requirements and implement cost-effective solutions to support organizational growth.
• Continuous Improvement
• Lead post-incident reviews, identifying lessons learned and opportunities for process enhancements.
• Leverage data analytics and user feedback to drive continuous improvements in service quality and operational performance.

• Education:
• Bachelors degree in Computer Science, Information Technology, or a related field.
• Experience:
• 8+ years of experience in IT service management, with at least 3-5 years in a leadership role.
• Proven track record of managing large-scale IT service delivery operations within a dynamic business environment.
• Experience in implementing ITIL or similar frameworks and managing cross-functional teams.

• Technical Proficiency:
• Strong understanding of IT infrastructure, systems, and service management tools.
• Familiarity with cloud technologies, cybersecurity, and emerging IT trends.
• Leadership & Communication:
• Excellent leadership skills with the ability to motivate and manage teams.
• Strong interpersonal and communication skills to engage effectively with stakeholders at all levels.
• Analytical & Problem-Solving:
• Exceptional analytical skills to interpret data and make data-driven decisions.
• Ability to proactively identify potential issues and implement innovative solutions.
• Organizational & Project Management:
• Proven ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
• Experience in budget management and resource planning.
• Customer Focus:
• Commitment to delivering exceptional customer service and ensuring user satisfaction.
• Ability to understand business needs and translate them into effective IT service solutions.

• Innovative Environment -
• Be part of a forward-thinking company that values innovation and continuous improvement.
• Professional Growth -
• Opportunities for career advancement and professional development in a dynamic industry.
• Collaborative Culture -
• Work alongside a diverse team of professionals dedicated to excellence in IT service delivery.

If you are a strategic thinker with a passion for delivering outstanding IT services and a proven record of leadership, we invite you to join our team at Wewin Limited.

Apply now to make a significant impact on our IT operations and drive our business forward!