Job Description

Key Responsibilities
Monitor service performance against KPIs and SLAs to ensure consistent delivery excellence.
Lead Incident and Problem Management, including Root Cause Analysis (RCA) documentation.
Develop and maintain Standard Operating Procedures (SOPs) and process documentation in Confluence.
Conduct Knowledge Transfer (KT) and training sessions to enhance team skills and service efficiency.
Drive customer satisfaction through proactive issue management and service quality improvements.
Define, document, and agree on service requirements and produce Service Level Reports (SLRs).
Review, revise, and maintain underpinning agreements and service scope.
Ensure measurable targets and service improvements are implemented where cost-justifiable.
Manage people processes including performance reviews, attendance, and roster management.
Handle escalations efficiently, ensuring timely resolution and communication.
Prepare service performance reports and share insights for process optimization.
Be flexible to work in rotational shifts as per business needs. Key Interactions
Internal:
Collaborate with internal IT and vendor teams for daily operations, performance tracking, and incident resolution.
Coordinate training and upskilling sessions for team members.
External:
Liaise with vendors and third-party service providers for monitoring, follow-up, and resolution of out-of-scope or dependency tickets.
Maintain documentation of incidents, problems, and escalations involving external parties. Role Requirements
Educational Qualifications:
B.Tech / B.E. or equivalent qualification.
Master's degree in IT preferred.
Experience:
8 10 years of service delivery management experience.
Proven record of driving customer satisfaction and service quality improvements.
Strong analytical, problem-solving, and people management skills.
Skills & Competencies:
Solid understanding of the ITIL framework.
PMP, Green Belt, or Black Belt certification preferred.
Excellent interpersonal and communication skills.
Proficiency in MS Word, Excel, Access, and PowerPoint.
Strong multitasking, prioritization, and stakeholder management abilities.
Proactive, flexible, and results-oriented approach.

Skills Required