Senior Delivery Project Manager

Assort 1 Corp Services; Mumbai; On-site; INR 1,200,000 - 1,500,000; Full time

Job summary

Assort 1 Corp Services is seeking an experienced ITSM and service delivery professional to oversee incident and call handling for laptops, printers, and applications in a Mumbai-based role. You will manage vendors, coordinate with partners, and drive improvements in service quality and SLA adherence.

The ideal candidate has 5+ years in ITSM, strong stakeholder communication, and familiarity with ServiceNow, Jira Service Desk, and Zendesk.

Qualifications

• 5+ years of experience in ITSM, service delivery, or IT helpdesk operations.
• Strong vendor and partner management with cross-functional coordination.
• Experience with HP and Lenovo support processes (2+ years).
• Familiarity with ITIL Foundation or ITIL Intermediate preferred.

Responsibilities

• Oversee incident and call handling for laptops, printers, and apps from intake to resolution.
• Triage, categorize, and dispatch incidents to appropriate support tiers or partners.
• Lead vendor management, drive partner performance to meet SLAs and KPIs.
• Coordinate between end-users, delivery partners, and brands during outages.
• Monitor metrics like FRT, MTTR, and SLA compliance; report findings.
• Identify recurring issues and drive RCA with partners for permanent fixes.
• Continuously improve call-handling workflows and escalation matrices.

Skills

ITSM experience

Vendor management

Stakeholder management

Technical troubleshooting

Multi-vendor coordination

Tools

ServiceNow

Jira Service Desk

Zendesk

Job description

Role & responsibilities

• Incident & Call Handling Oversight:
• Monitor, track, and manage breakdown calls and tickets related to laptops, printers, and application issues from inception to resolution.
• Ensure swift triage, categorization, and dispatching of incidents to the appropriate support tiers or external partners.
• Partner & Vendor Management:
• Drive external service partners and vendors to meet or exceed agreed-upon SLAs and Key Performance Indicators (KPIs).
• Conduct regular reviews with partners to address performance bottlenecks, escalation trends, and service quality improvements.
• Stakeholder Coordination:
• Act as the central point of contact and liaison between end-users, delivery partners, and major hardware/software brands.
• Facilitate smooth communication during critical outages, escalations, or complex technical breakdowns requiring multi-vendor collaboration.
• Performance Monitoring & Reporting:
• Track daily, weekly, and monthly operational metrics, including First Response Time (FRT), Mean Time to Resolution (MTTR), and SLA compliance.
• Identify recurring hardware or application issues and drive root-cause analysis (RCA) with partners and brands to implement permanent fixes.
• Continuous Improvement:
• Optimize existing call-handling workflows, escalation matrices, and support processes to enhance operational agility and user satisfaction (CSAT).

Preferred candidate profile

• Experience: 5+ years of experience in IT Service Management (ITSM), Service Delivery, or IT Helpdesk/Support operations, with a strong focus on vendor and partner management.
• Technical Knowledge:
• Solid understanding of hardware infrastructure (laptops, desktops, enterprise printers) and software/application troubleshooting workflows.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk, Zendesk).
• Candidate should have experience in HP and Lenovo process for 2 year Minimum .
• Soft Skills:
• Exceptional stakeholder management and cross-functional communication skills.
• Strong conflict resolution abilities with the capacity to handle high-pressure escalations calmly and effectively.
• Certifications (Preferred):
• ITIL Foundation or ITIL Intermediate certification.
• Project management credentials (e.g., PMP, PRINCE2) are a plus.