It Operations Manager

ATAIN; Gurugram District; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

ATAIN is seeking an IT Service Delivery Manager in Gurugram to oversee IT infrastructure, applications and service delivery, ensuring high availability and performance aligned with business objectives. This role requires strong leadership, stakeholder management and a focus on process improvement.

Based in Gurugram, the position is in-office and involves coordinating with vendors, managing ITIL-based activities, and driving incident, problem, change, and release management to meet SLAs and

Qualifications

• Experience overseeing IT service delivery and operations.
• Strong stakeholder management and communication skills.
• Proven ability to lead cross-functional teams.

Responsibilities

• Oversee day-to-day IT operations and service delivery.
• Ensure high availability of infrastructure, networks, servers, and applications.
• Monitor service levels and ensure SLA compliance.
• Lead Incident, Problem, Change, and Release Management processes.
• Manage and mentor IT support, infrastructure, and application teams.
• Coordinate IT transformation, migration, and implementation projects.
• Manage IT vendors, contracts, and license compliance.
• Maintain IT documentation, SOPs, and policies.

Skills

Leadership

Team Management

Communication

ITIL

Incident/Problem/Change Management

Tools

BMC Helix

ServiceNow

Jira Service Management

Job description

Role: IT Service Delivery Manager

Location: Gurugram

Mode: Work from Office

Job Summary

The IT Manager is responsible for overseeing the organisation's IT infrastructure, applications, service delivery, and technology projects. The role ensures the availability, and performance of IT systems while aligning technology initiatives with business objectives.

Key Responsibilities

1. IT Operations Management

• Manage day-to-day IT operations and service delivery.
• Ensure high availability of infrastructure, networks, servers, and applications.
• Monitor IT service levels and ensure SLA compliance.
• Lead Incident, Problem, Change, and Request Management processes.

2. Team Leadership

• Manage and mentor IT support, infrastructure, and application teams.
• Conduct performance reviews and development planning.
• Allocate resources and manage team workloads.

3. Service Management

• Review service desk performance and drive continuous improvement.
• Manage escalations and major incidents.

4. Project Management

• Lead IT transformation, migration, and implementation projects.
• Coordinate with business stakeholders and vendors.
• Manage project timelines, budgets, and deliverables.

6. Vendor & Asset Management

• Manage IT vendors, contracts, and license compliance.
• Track IT assets and optimize technology investments.

7. Compliance & Governance

• Ensure compliance with organizational policies and regulatory requirements.
• Support internal and external audits.
• Maintain IT documentation, SOPs, and policies.

Required Skills

Technical Skills

• IT Service Management (ITIL)
• Incident, Problem, Change, and Release Management
• ITSM Tools (BMC Helix, ServiceNow, Jira Service Management)

Management Skills

• Leadership and Team Management
• Vendor Management
• Communication and Presentation Skills

Key Performance Indicators (KPIs)

• SLA Compliance %
• System Availability/Uptime
• MTTR (Mean Time to Resolve)
• Customer Satisfaction (CSAT)
• Security Incident Reduction

It is our policy to provide equal employment opportunities to all individuals based on job-related qualifications and ability to perform a job, without regard to age, gender, gender identity, sexual orientation, race, color, religion, creed, national origin, disability, genetic information, veteran status, citizenship or marital status, and to maintain a non-discriminatory environment free from intimidation, harassment or bias based upon these grounds.