Role & responsibilities
- Incident & Call Handling Oversight:
- Monitor, track, and manage breakdown calls and tickets related to laptops, printers, and application issues from inception to resolution.
- Ensure swift triage, categorization, and dispatching of incidents to the appropriate support tiers or external partners.
- Partner & Vendor Management:
- Drive external service partners and vendors to meet or exceed agreed-upon SLAs and Key Performance Indicators (KPIs).
- Conduct regular reviews with partners to address performance bottlenecks, escalation trends, and service quality improvements.
- Stakeholder Coordination:
- Act as the central point of contact and liaison between end-users, delivery partners, and major hardware/software brands.
- Facilitate smooth communication during critical outages, escalations, or complex technical breakdowns requiring multi-vendor collaboration.
- Performance Monitoring & Reporting:
- Track daily, weekly, and monthly operational metrics, including First Response Time (FRT), Mean Time to Resolution (MTTR), and SLA compliance.




- Identify recurring hardware or application issues and drive root-cause analysis (RCA) with partners and brands to implement permanent fixes.
- Continuous Improvement:
- Optimize existing call-handling workflows, escalation matrices, and support processes to enhance operational agility and user satisfaction (CSAT).

Preferred candidate profile
- Experience: 5+ years of experience in IT Service Management (ITSM), Service Delivery, or IT Helpdesk/Support operations, with a solid focus on vendor and partner management.
- Technical Knowledge:
- Solid understanding of hardware infrastructure (laptops, desktops, enterprise printers) and software/application troubleshooting workflows.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Desk, Zendesk).
- Candidate should have experience in HP and Lenovo process for 2 year Minimum .
- Soft Skills:
- Exceptional stakeholder management and cross-function

📌 Senior Delivery Project Manager (Mumbai)
🏢 Assort 1 Corp Services
📍 Mumbai