Apply on Kit Job: kitjob.in/job/441f7s

ENGAGEMENT TYPE & DURATION: Contract | 6 Months (Likelihood of Extension)
WORK MODE: Onsite
TIME ZONE: EST
EXPERIENCE: 7-12 Years

Role Overview
We are looking for a Technical Project Manager / Service Delivery Manager to oversee a managed support engagement spanning Infrastructure & Endpoints, Identity & Access Management (IAM), and Enterprise Applications (Jira ecosystem).

This role is accountable for end-to-end service delivery, ensuring SLA adherence, operational excellence, and continuous improvement across all support streams.

The ideal candidate is technically fluent (not hands-on), operationally strong, and highly proactive in managing cross-functional support teams.

Key Responsibilities

Service Delivery & Operations
Own and manage day-to-day delivery across all service areas (~300 tickets/month)
Track and ensure adherence to SLAs, response/resolution times, and service quality
Manage ticket queues, backlog, prioritization, and escalation handling
Run daily/weekly operational reviews and service governance cadences
Cross-Functional Team Leadership




Coordinate across Infrastructure, IAM, and Jira/Application support teams
Ensure clear ownership, accountability, and workload distribution
Act as the first point of escalation for delivery issues
Technical Oversight (Non-Hands-On)
Maintain working knowledge of:
o Endpoint & platform support (Intune, Mac management, virtualization)
o IAM systems (Okta, Active Directory, Microsoft 365)
o Jira & ITSM workflows (Jira Software, Jira Service Management)
Challenge solutions, validate approaches, and ensure quality outcomes
Identify recurring issues and drive root cause analysis (RCA)
Stakeholder Management
Act as the primary interface for client stakeholders
Translate technical issues into business impact and transparent communication
Provide regular reporting on performance, risks, and improvements
Governance & Continuous Improvement
Drive process maturity, documentation, and audit readiness
Identify trends and implemen

Apply on Kit Job: kitjob.in/job/441f7s

📌 Technical Project Manager (Pune)
🏢 Leading
📍 Pune