Hybrid Service Delivery Manager bei Information Services Group
Information Services Group · Bangalore, Indien · Hybrid
- Professional
- Optionales Büro in Bangalore
Description
- Develop and execute strategies, policies, and procedures aligned with industry best practices (e.g., ITIL framework) to optimize IT service delivery, support business objectives, and drive operational efficiency.
- Lead and manage a team of professionals, including Ops Managers, leading tool configuration, ensuring alignment with organizational goals and priorities.
- Establish and monitor key performance indicators (KPIs), metrics, and benchmarks to assess ITSM performance, identify areas for improvement, and drive continuous service improvement initiatives.
- Collaborate with IT leadership, stakeholders, and business units to understand service requirements, prioritize initiatives, and align ITSM activities with business objectives.
- Drive the adoption and compliance of processes across the organization, ensuring adherence to service level agreements (SLAs), operational standards, and regulatory requirements.
- Lead the implementation and optimization of ITSM tool (e.g., ServiceNow) to automate workflows, streamline processes, and enhance the end-user experience.
- Provide strategic guidance and recommendations to senior management on ITSM trends, technologies, and industry standards to drive innovation, cost-effective solutions, and competitive advantage.
- Manage vendor relationships, contracts, and service level agreements (SLAs) for third-party service providers supporting ITSM operations.
- Develop and manage the resource allocation, and staffing plans to support current and future operational needs.
- Prepare and present regular reports, analyses, and recommendations to senior management and stakeholders on ITSM performance, projects, and initiatives.
- Lead the best sharing practices within the Managed Services.
- Focus on constant training and development of the operations teams. Responsible for contribution in the development of Governance Services IP.
- Education: Bachelor’s degree in Computer Science, Information Technology, Business Management, or a related field (Master’s degree preferred).
- Experience: 12 years to 16 years in IT Service Management, with at least 3-5 years in a senior managerial role.
- Certifications: ITIL Foundation (Expert/Intermediate); higher-level ITIL certifications, PMP or Six Sigma certifications are a plus.
- Proven experience (12+ years) in IT Service Delivery Management or related roles, with demonstrated leadership experience in defining and implementing ITSM strategies and managing ITSM teams in complex organizational environments.
- Strong technical expertise in ITSM frameworks (e.g., ITIL, COBIT)
- Experience with ITSM tools and technologies, including implementation, optimization, and integration with other IT systems and platforms.
- Excellent leadership, interpersonal, and communication skills, with the ability to influence and collaborate effectively at all organizational levels.
- Strong analytical and problem-solving abilities, with a strategic mindset and a focus on driving continuous improvement and operational excellence.
- ITIL Expert certification or higher-level ITIL certifications preferred.
- Proven track record of successfully leading ITSM programs, initiatives, and projects.
- Excellent inter-personal skills with an ability to work in a culturally diverse environment and teams
- Well conversant with MS Office (Outlook, Word, PowerPoint, Excel) and usage of the Internet
- Time management – Ability to meet deadlines and work under pressure.
- Self-motivated and able to work independently with limited supervision
- Flexible on timings and willingness to work in an unstructured environment
- Familiarity with the tools, concepts, and methodologies of quality management.