Service Delivery Management - Global Lead *
Location
Mumbai | India
Job description
Summary:
The Service Delivery Management – Global Lead position will play a pivotal role in ensuring the successful delivery of IT services across all regions globally by effectively overseeing business relationships, service performance, and ensuring the comprehensive resolution of systemic performance challenges. The Service Delivery Management – Global Leader will be responsible for providing direction on the escalation process, and comprehensive solutions that prevent reoccurrence of service issues. This senior leadership position requires a strategic thinker with a deep understanding of global IT service management and a proven track record of leading a diverse team with focus on IT service delivery.
Role:
- Strategic Leadership : Develop and implement a global IT service delivery strategy aligned with organizational objectives. Collaborate with IT and business stakeholders to define service delivery standards and performance metrics.
- Global Service Delivery Oversight : Oversee the delivery of IT service across all regions, ensuring the adherence of service level agreements (SLAs), and key performance indicators. Implement continuous improvement initiatives that enhance the quality and efficiency of services aligned with business objectives.
- Business Relationship : Effectively build strong relationships with regional business leadership to understand local challenges and strategies. Partner with key stakeholders to provide solutions and align priorities to help support overall business goals and objectives.
- Stakeholder Engagement : Collaborate and partner with internal stakeholders to understand business requirements and align service delivery accordingly. Act as the primary point for escalated service delivery issues.
- IT Collaboration: Works closely with the regional Geography Engagement Leaders to understand opportunities for improvement and resolution of systemic service challenges.
- Escalation Management: Oversee the resolution of escalations from internal teams or business colleagues regarding service delivery issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.
- Service Level Agreement (SLA) Compliance : Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance.
- Service Reporting and Communication : Prepare and distribute timely service status reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication.
Requirements:
- 12+ years of experience in IT service delivery management, 5 years in a leadership role.
- Strong knowledge of IT service management (ITSM) frameworks, such as ITIL.
- Experience in managing escalation resolution of complex issues.
- Excellent problem-solving and decision-making skills, with the ability to remain calm and focused in high-pressure situations.
- Exceptional communication and interpersonal skills, with the ability to effectively interact with business colleagues, technical teams, and senior management.
- Proven ability to prioritize multiple tasks and meet deadlines in a fast-paced customer-oriented environment.
- Relevant certifications, such as ITIL Foundation, PMP, or related certifications, are highly desirable.
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