Key Responsibilities

- Manage end-to-end service delivery operations for IT infrastructure and related services.

- Coordinate internal teams and clients for smooth execution of projects and services.

- Ensure all deliverables are completed on time, within scope, and meet quality standards.

- Act as the primary point of contact for clients and stakeholders.

- Monitor service performance and ensure adherence to SLAs and KPIs.

- Handle incident management, escalations, and problem resolution effectively.

- Implement and follow ITIL-based service management practices.

- Prepare regular reports on service delivery performance and present them to management.

- Identify risks and escalate critical issues to senior management when necessary.

- Build and maintain strong, long-term client relationships.

- Lead, mentor, and guide team members, including training junior staff.

- Ensure proper documentation of processes, reports, and project activities.

- Coordinate with OEMs, vendors, and support partners for issue resolution and service continuity.

- Manage change management, problem management, and service improvement initiatives.





- Ensure smooth transition of projects from implementation to support operations.

- Support presales and business teams in technical discussions and customer meetings.

- Ensure compliance with company policies, security standards, and operational procedures.

Required Skills & Competencies

- Strong knowledge of incident management, escalation procedures, and service delivery frameworks.

- Hands-on experience with ITIL principles and best practices.

- Excellent team management and leadership skills.

- Strong organizational and multitasking abilities.

- Ability to prioritize tasks and manage multiple projects simultaneously.

- Exceptional problem-solving and analytical skills.

- Excellent client-facing, communication, and interpersonal skills.

- Proactive approach with robust decision-making capabilities.

- Strong understanding of IT infrastructure technologies including servers, storage, networking, cloud, virtualization, backup, and security solutions.

- Experience in SLA management, RCA preparation, and service reporting.

- Ability to handle enterprise or government customer environments.

📌 Manager - Service Delivery (New Delhi)
🏢 ccs computers
📍 New Delhi