Sr. Manager Service Delivery Network Management

Updater Services (UDS); Delhi Cantonment; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Updater Services (UDS) is seeking a Sr. Manager to lead IT Service Delivery and Network Management. The role oversees IT Service Desk, desktop support, VIP support, and major incident handling, driving service improvements and stakeholder coordination. 15+ years of IT leadership experience and ITIL V3 Foundation/Intermediate are required.

The position emphasizes capacity planning, governance, and alignment with ITIL best practices to ensure reliable service delivery and customer satisfaction.

Qualifications

• 15+ years of experience in IT Service Delivery / IT Operations / Network Management with leadership experience.
• ITIL V3 Foundation/Intermediate certification mandatory; CCNP preferred.
• Strong expertise in incident, problem, change, request, knowledge and service management.

Responsibilities

• Lead IT Service Delivery and Network Management operations with focus on high-quality service delivery.
• Manage IT Service Desk, Desktop Support and VIP Support.
• Own and manage incident, service request, change, problem and escalation processes.
• Ensure major incident handling and coordination with technical teams and stakeholders.
• Monitor SLA, quality and operational KPIs; drive service improvements.
• Establish ITIL-aligned service management processes.

Skills

ITIL processes

Incident management

Problem management

Change management

Service delivery

Leadership

Communication

Analytical

Problem solving

Vendor management

Stakeholder management

Capacity planning

Education

Bachelor's degree in IT / Computer Science / Technology

Job description

Position: Sr. Manager Service Delivery & Network Management
Experience: 15+ Years
Qualification: Bachelors Degree in IT / Computer Science / Technology
Certifications: ITIL V3 Foundation/Intermediate – Mandatory; CCNP preferred

Key Responsibilities

• Lead and manage IT Service Delivery and Network Management operations, ensuring high-quality and consistent service delivery.
• Manage IT Service Desk, Desktop Support and VIP Support functions.
• Own and manage Incident, Service Request, Change, Problem and Escalation Management processes.
• Ensure effective handling and resolution of major incidents, including coordination with technical teams and stakeholders.
• Monitor service performance, SLA compliance, quality and operational KPIs.
• Establish and maintain effective service management processes, methodologies and procedures in line with ITIL best practices.
• Drive continuous service improvement initiatives to enhance service quality, efficiency and customer satisfaction.
• Lead internal and third-party service review meetings covering performance, quality, service improvements and processes.
• Work closely with project teams to understand upcoming changes and minimize the impact of projects on service delivery.
• Ensure future business demand and project requirements are incorporated into capacity planning.
• Collaborate with Technical Design teams to establish and maintain standards for hardware, software and security.
• Lead the Desktop Management team and continuously improve the desktop computing environment.
• Ensure laptops, PCs and other end-user devices are properly configured, maintained, secure and performing to required standards.
• Prepare and review service reports, identify gaps and implement corrective actions.
• Act as a senior escalation point for critical service and customer issues.
• Manage and mentor service delivery and technical support teams to maintain a high-performing environment.

Candidate Profile

• Minimum 15 years of experience in IT Service Delivery / IT Operations / Network Management, with significant management experience.
• Strong expertise in ITIL processes, including Incident, Problem, Change, Request, Knowledge and Service Management.
• Experience managing Service Desk, Desktop Support and VIP Support teams.
• Strong knowledge of service delivery, SLA management, escalation management and continuous improvement.
• Experience handling major incidents and coordinating multiple technical teams for resolution.
• Strong understanding of IT infrastructure, desktop technologies, hardware, software and security standards.
• Experience in capacity planning, service reporting, vendor management and stakeholder management.
• Strong leadership, communication, analytical and problem-solving skills.
• ITIL V3 Foundation/Intermediate certification is mandatory.
• CCNP certification is preferred.
• Certifications in Project Management, Business Analysis or Project Assurance will be an added advantage.