It Service Delivery Manager

Team Computers; Panchmahal District; On-site; INR 1,100,000 - 1,600,000; Full time

Job summary

Team Computers is seeking an IT Operations and Service Delivery leader in India to manage end-to-end IT operations, service delivery and governance. You will drive client satisfaction, oversee incidents, and ensure adherence to ITIL and security standards while coordinating with cross-functional teams.

The role emphasizes building high-performing teams, tracking KPIs, and delivering on contractual commitments.

Qualifications

• Experience in managing end-to-end IT operations and service delivery.
• Ability to drive KPI-based performance improvements.
• Strong focus on governance, compliance and process adherence.

Responsibilities

• Manage daily IT operations, service delivery and SLA compliance.
• Drive team performance through coaching and KPI monitoring.
• Conduct governance reviews and handle escalations with stakeholders.
• Ensure ITIL, HAM, SAM, information security and SOP adherence.
• Oversee incident management, reporting, and project delivery timelines.
• Lead continuous improvement to reduce incidents and boost productivity.
• Maintain high CSAT by proactive engagement and user satisfaction.
• Plan backups, cross-training and succession for critical staff.

Skills

IT operations

Service delivery

Team performance

Customer satisfaction

Governance

Job description

Role Objective:

Manage end-to-end IT operations, service delivery, team performance, customer satisfaction, compliance, and business growth while ensuring adherence to contractual commitments and organizational standards.

Key Responsibilities:

• Manage daily operations, service delivery, and SLA compliance.
  
• Drive team performance through KPI monitoring, coaching, and competency development.
  
• Conduct regular customer governance reviews and manage escalations.
  
• Ensure compliance with ITIL processes, HAM, SAM, Information Security, and SOP adherence.
  
• Monitor ticket queues, incident management, and project deliveries within timelines.
  
• Implement continuous improvement initiatives to reduce incidents and improve productivity.
  
• Maintain customer satisfaction score of 9+/10 through proactive engagement and user delight practices.
  
• Ensure role backups, cross-training, and succession planning for all critical resources.
  
• Support business growth by identifying opportunities and generating leads.
  
• Manage operational reporting, audits, compliance documentation, and financial governance.
  

Key Success Metrics:

• 100% SLA & Contract Compliance
• CSAT 9/10
• Quarterly Incident Reduction
• Timely Escalation Closure
• 100% Reporting & Compliance Adherence
• High Team Productivity & Skill Development

Regards Role & responsibilities