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