Key Responsibilities

Customer & Service Management

• Build a strong understanding of customer business needs and service requirements.
• Conduct regular service review meetings and drive stakeholder engagement.
• Manage service escalations, major incidents, and delivery issues.
• Drive service improvement initiatives to enhance customer satisfaction.
• Communicate service updates, operational changes, metrics, and improvement initiatives effectively.
• Define, monitor, and report service quality metrics and KPIs.

Technology Delivery Management

• Govern end-to-end IT service delivery across enterprise applications, cloud, SaaS, and digital platforms.
• Partner with Product Owners, DevOps, Infrastructure, Security, and Support teams to ensure reliable service delivery.
• Manage Service Catalogues, SLAs, KPIs, and operational reporting.
• Coordinate operational change requests and service transitions.
• Ensure SLA compliance and delivery performance across supported services.

Continuous Improvement & Operational Excellence

• Drive continuous improvement initiatives using operational metrics, customer feedback, and service analytics.
• Promote Agile, DevOps, Lean, and ITIL best practices.
• Support Agile, Cloud, DevOps, ITSM, and operational capability development.
• Drive service quality, governance, and operational excellence.
• Support compliance with organizational policies, audit requirements, and internal procedures.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Business Administration, Engineering, or a related discipline.
• Master's degree is preferred.

Experience

• Minimum 5 years of experience in IT Service Delivery, Technology Operations, or Digital Delivery within an SSC, GCC, or BPO environment.
• Overall experience of 8+ years in technology service delivery is preferred.
• Experience working with Agile, DevOps, Cloud, and SaaS environments.
• Proven track record of delivering enterprise IT services and meeting SLA/KPI commitments.
• Experience managing enterprise stakeholders and cross-functional technology teams.

Required Skills

Functional

• IT Service Management (ITIL)
• Service Delivery Management
• Incident, Problem, Change, and Release Management
• Operational Governance
• Stakeholder Management
• Customer Relationship Management
• Continuous Improvement
• Service Excellence

Technical

• ServiceNow
• Jira
• Confluence
• Azure DevOps
• Microsoft 365
• Power BI / Dashboarding tools

Preferred Certifications

• ITIL Foundation / ITIL v4
• Scrum / Agile Certification
• SAFe Certification
• PMP
• PRINCE2
• Lean Six Sigma

Success Measures

• SLA and KPI achievement
• Customer satisfaction
• Service quality and operational stability
• Effective incident and escalation management
• Continuous improvement initiatives
• Operational efficiency
• Stakeholder satisfaction