Job Description

Role and Responsibilities

?Manage

end-to-end service delivery operations

for assigned clients and projects. ?Ensure adherence to

SLAs, quality standards, and timelines

across service engagements. ?Act as the

single point of contact (SPOC)

for clients on service and operational matters. ?Lead coordination between

internal technical teams, vendors, and customers

for smooth project execution and issue resolution.

?Review and monitor incident tickets, escalations, and performance metrics regularly. ?Conduct

periodic service review meetings

with customers to track satisfaction and improvement areas.

?Prepare and analyze

MIS reports

, SLA dashboards, and performance metrics.

?Identify opportunities for

process optimization

and automation to improve service delivery.

?Support the pre-sales team in defining service scope, costing, and proposals.

?Drive

customer retention, renewals, and service expansion

initiatives.

?Ensure compliance with organizational policies, documentation, and audit standards. ?Mentor and guide support engineers to maintain service excellence and professional growth.

Preferred

Skills

?Bachelor's degree in Engineering / Information Technology / Computer Science / Management.

?4

-8 years of experience

in

service delivery / operations management

in IT, networking, or system integration environments.

?Hands-on experience in managing

IT infrastructure services, network support, AMC/outsourced operations

, or similar domains. ?Strong understanding of

ITIL processes (Incident, Change, Problem Management)

.

?Excellent

client relationship management

, communication, and coordination skills. ?Proficiency in

MS Excel, PowerPoint, and ticketing/reporting tools

.

?Strong leadership and team-handling capabilities.

Preferred

Experience

?ITIL Certification (Foundation or above).

?Experience managing

AMC, SLA-based, or Managed Service contracts

.

?Exposure to

networking and security technologies

(firewalls, switches, routers, etc.). ?Experience in preparing

SLA and performance reports

for management.

Job Types: Full-time, Permanent

Pay: ₹600,000.00 - ₹1,200,000.00 per year

Benefits:

Health insurance Provident Fund
Work Location: In person