Service Delivery Shift Lead

Control Risks; New Delhi; On-site; INR 600,000 - 1,200,000; Full time

Job summary

An established industry player is seeking a Service Delivery Shift Lead to join their dynamic IT Service Delivery team. In this pivotal role, you will manage IT services across global locations, ensuring seamless support for end users. Your expertise in ITIL and service management will be crucial as you lead a dedicated team, enhance operational efficiencies, and maintain high service standards. This position offers the opportunity to contribute to strategic initiatives while fostering a collaborative environment. If you are passionate about IT service excellence and enjoy mentoring others, this role is perfect for you.

Qualifications

• Experience in managing IT service delivery in a global context.
• Strong understanding of ITIL processes and frameworks.

Responsibilities

• Manage incidents and service requests, ensuring timely updates.
• Champion IT customer service and monitor service performance.

Skills

ITIL Knowledge

ServiceNow

Incident Management

People Management

Communication Skills

Education

Bachelor's Degree in IT or related field

Tools

IT Service Management Toolset

ServiceNow

Job description

As a key member of the DTS IT Service Delivery team, the Service Delivery Shift Lead is responsible for:

• Proactively managing the support of the IT estate and end user services across all global locations where Control Risks operates.
• Working as part of a 24 by 7 support capability, to provide a seamless service to globally dispersed end users.
• Supporting and protecting the company's electronic assets through collaboration with Enterprise Technology Services, regardless of region.
• Engaging with key business members to incorporate new requirements into the IT business partner team, ensuring the IT needs of the business are met from a service perspective.
• Exhibiting excellent communication and people management skills, with the ability to work across regions as a team player. Knowledge and experience of working within ITIL-aligned service environments are required.

Requirements

What You'll Do:

IT Service

• Manage incidents, major incidents, service requests, and problems, ensuring all information is accurately updated in the IT Service Management toolset (ServiceNow) and providing regular updates to the business.
• Produce post-major incident reports for internal management and audit compliance, and escalate issues with global vendors as necessary.
• Manage IT Security incidents in cooperation with the internal IT Security team and vendors, following the IT Security process.
• Champion IT customer service, ensuring services perform adequately from end-user devices, and escalate issues to the appropriate teams.
• Proactively monitor IT Service trends, raising problem tickets to address recurring issues, and participate in problem management to reduce incident numbers.
• Follow up on incidents and requests raised by end users, adhering to SLAs.
• Maintain process data sets such as 'Joiners, Movers, Leavers,' asset register, etc., for all global locations.
• Build and maintain excellent relationships with global peers to ensure consistent support services.
• Implement and adhere to SLAs, collaborating with resolver groups to improve SLA performance, and participate in audit review meetings.

Strategy

• Contribute to IT Service strategy and design, supporting the team in achieving the Service Delivery roadmap.
• Participate in continuous improvement initiatives to enhance operational and business efficiencies, demonstrating ROI where applicable.

People Management and Communication

• Manage IT service delivery staff on shift, including mentoring, skill development, objective setting, 1:1 meetings, and performance management.
• Ensure support staff adhere to ITSM processes and promote ITIL best practices.
• Ensure the effective operation of services, delivering high-quality IT services across all business functions.
• Contribute to service performance reporting, including weekly and monthly metrics, and produce daily shift handover notes.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• Business Consulting and Services