Job Summary We are seeking an experienced and customer-focused Senior Executive **- ** Service Delivery to oversee end-to-end IT service delivery and ensure seamless operations aligned with business objectives. The ideal candidate will be responsible for driving service excellence, managing operational governance, leading cross-functional teams, ensuring SLA compliance, and implementing continuous service improvement initiatives. The role requires strong leadership, stakeholder management, and expertise in IT service management best practices. Key Responsibilities Manage end-to-end IT service delivery to ensure consistent, high-quality services aligned with business requirements. Establish and maintain operational governance frameworks, ensuring adherence to organizational policies and industry standards. Implement and manage ITIL-based service management processes, including Incident, Problem, Change, and Request Management. Lead critical incident management, coordinate escalations, and ensure timely resolution to minimize business impact. Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), preparing regular service performance reports and driving Continuous Service Improvement (CSI) initiatives. Build and maintain strong relationships with customers, business stakeholders, and internal teams to ensure service satisfaction. Lead, mentor, and develop service delivery teams while managing resource planning, workload distribution, and performance evaluation. Identify operational risks, ensure service quality, and maintain compliance with internal controls and regulatory requirements. Drive process automation and operational efficiency initiatives to improve productivity and reduce manual effort. Manage vendor relationships, monitor third-party performance, and ensure contractual service obligations are met. Collaborate with cross-functional teams to support business transformation, service enhancements, and technology implementations. Conduct regular service review meetings with stakeholders and recommend strategic improvements based on performance metrics and customer feedback. Required Skills & Competencies Strong expertise in End-to-End Service Delivery Management and Operations Governance. Hands-on experience with the ITIL framework and IT Service Management (ITSM) practices.
1 Proficiency in Incident, Problem, Change, and Request Management processes. Strong critical incident handling and escalation management skills. Experience in SLA/KPI monitoring, reporting, and Continuous Service Improvement (CSI). Excellent customer relationship management and stakeholder communication skills. Proven leadership experience with team management, coaching, and resource planning. Knowledge of risk management, quality assurance, compliance, and governance. Experience in process automation and operational excellence initiatives. Strong vendor management and cross-functional collaboration capabilities. Excellent analytical, problem-solving, communication, and decision-making skills. Educational
Qualifications Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field. ITIL Foundation Certification (Mandatory); ITIL Intermediate/Expert or equivalent certification will be an added advantage. PMP, PRINCE2, Agile, or Scrum certifications are desirable.
Preferred Experience 8–12 years of experience in IT Service Delivery, IT Operations, or Infrastructure Management. Experience managing enterprise-level service delivery teams and customer-facing operations. Exposure to ITSM tools such as ServiceNow, BMC Remedy, Jira Service Management, or similar platforms is preferred.
Pay: ₹200,000.00 - ₹400,000.00 per year
Work Location: In person
