Service Delivery Head
- Mumbai, Maharashtra
- Permanent
- Full-time
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviewsEnsuring that systems, procedures, and methodologies are in place to support outstanding service delivery.Taking accountability for service delivery performance, meeting customer expectationsAnalyzing third-party as well as internal processes, and creating strategies for service delivery optimizationRecommending methods of improvement and oversea the execution for implementedProviding accurate and regular reports to the management on performance of the service deliveryLeading personnel management, including staff recruitment, performance assessment, training, and mentoring.Building strong relationships with teams and stakeholders to enable effective communications.Enabling high-level performance benchmarks for access for IT InfrastructuresServe as the primary advocate for key customers, ensuring their needs are met throughout the implementation and support lifecycle.Drive customer satisfaction through proactive engagement, timely issue resolution, and continuous value delivery.Establish strong, long-term relationships with customers, enhancing customer retention and growth opportunities.Key Skills & Qualifications:
- Proven track record of managing large-scale service delivery operations across India.
- Expertise in IT Infrastructure domains: Data Center, Cloud, End-User Services, NOC, SOC, and ITSM.
- Strong grasp of ITIL, ISO, and industry-standard service frameworks.
- Excellent leadership, stakeholder management, and communication skills.
- Strong commercial acumen and ability to manage P&L.
- ITIL v4 Expert / PMP / Six Sigma
- Cloud certifications (Azure, AWS, or equivalent)
- ISO 20000 / ISO 27001 familiarity