SENIOR EXECUTIVE - SERVICE DELIVERY

Network Techlab India Limited; Thane; Presencial; INR 1.200.000 - 1.800.000; Jornada completa

Descripción de la vacante

Network Techlab India Limited is seeking an experienced Senior Executive Service Delivery to oversee end-to-end IT service delivery and ensure seamless operations aligned with business objectives.

The role emphasizes ITIL-based service management, incident and change processes, SLA/KPI monitoring, CSI initiatives, vendor coordination, and building strong relations with customers and internal teams to drive service excellence.

Formación

• Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.
• ITIL Foundation Certification mandatory; ITIL Intermediate/Expert or equivalent certification is a plus.
• PMP, PRINCE2, Agile, or Scrum certifications desirable.

Responsabilidades

• Manage end-to-end IT service delivery to ensure high-quality services aligned with business requirements.
• Establish and maintain governance frameworks per organizational policies and standards.
• Implement ITIL-based service management: Incident, Problem, Change, and Request Management.
• Lead critical incident management, coordinate escalations, and ensure timely resolution.
• Monitor SLAs and KPIs; prepare service performance reports; drive CSI initiatives.
• Build and maintain relationships with customers, stakeholders, and internal teams to ensure satisfaction.
• Lead, mentor, and develop service delivery teams; manage resource planning and performance.
• Identify operational risks; ensure service quality and regulatory compliance.
• Drive process automation and operational efficiency to reduce manual effort.
• Manage vendor relationships and third-party performance; meet contractual obligations.
• Collaborate with cross-functional teams for service improvements and tech implementations.
• Conduct regular service review meetings and recommend strategic improvements.

Conocimientos

Service Delivery

ITIL/ITSM

Inc/Problem/Change

Incident Escalation

SLA/KPI Monitoring

Stakeholder Mgmt

Team Leadership

Risk & Compliance

Process Automation

Vendor Management

Cross-functional

Communication

Educación

Bachelor's degree

ITIL Foundation

ITIL Intermediate/Expert

PMP/PRINCE2

Agile/Scrum

Herramientas

ServiceNow

BMC Remedy

Jira Service Management

Descripción del empleo

Job Summary

We are seeking an experienced and customer-focused Senior Executive Service Delivery to oversee end-to-end IT service delivery and ensure seamless operations aligned with business objectives.

Key Responsibilities

Manage end-to-end IT service delivery to ensure consistent, high-quality services aligned with business requirements. Establish and maintain operational governance frameworks, ensuring adherence to organizational policies and industry standards. Implement and manage ITIL-based service management processes, including Incident, Problem, Change, and Request Management. Lead critical incident management, coordinate escalations, and ensure timely resolution to minimize business impact. Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), preparing regular service performance reports and driving Continuous Service Improvement (CSI) initiatives. Build and maintain strong relationships with customers, business stakeholders, and internal teams to ensure service satisfaction. Lead, mentor, and develop service delivery teams while managing resource planning, workload distribution, and performance evaluation. Identify operational risks, ensure service quality, and maintain compliance with internal controls and regulatory requirements. Drive process automation and operational efficiency initiatives to improve productivity and reduce manual effort. Manage vendor relationships, monitor third-party performance, and ensure contractual service obligations are met. Collaborate with cross-functional teams to support business transformation, service enhancements, and technology implementations. Conduct regular service review meetings with stakeholders and recommend strategic improvements based on performance metrics and customer feedback.

Required Skills & Competencies

• Strong expertise in End-to-End Service Delivery Management and Operations Governance. Hands-on experience with the ITIL framework and IT Service Management (ITSM) practices. 1
• Proficiency in Incident, Problem, Change, and Request Management processes. Strong critical incident handling and escalation management skills. Experience in SLA/KPI monitoring, reporting, and Continuous Service Improvement (CSI). Excellent customer relationship management and stakeholder communication skills. Proven leadership experience with team management, coaching, and resource planning. Knowledge of risk management, quality assurance, compliance, and governance. Experience in process automation and operational excellence initiatives. Strong vendor management and cross-functional collaboration capabilities. Excellent analytical, problem-solving, communication, and decision-making skills.

Educational Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. ITIL Foundation Certification (Mandatory); ITIL Intermediate/Expert or equivalent certification will be an added advantage. PMP, PRINCE2, Agile, or Scrum certifications are desirable.

Preferred Experience

• 3-6 years of experience in IT Service Delivery, IT Operations, or Infrastructure Management. Experience managing enterprise-level service delivery teams and customer-facing operations. Exposure to ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms is preferred.