Role Objective: Manage end-to-end IT operations, service delivery, team performance, customer satisfaction, compliance, and business growth while ensuring adherence to contractual commitments and organizational standards.

Key Responsibilities:

- Manage daily operations, service delivery, and SLA compliance.

- Drive team performance through KPI monitoring, coaching, and competency development.

- Conduct regular customer governance reviews and manage escalations.

- Ensure compliance with ITIL processes, HAM, SAM, Information Security, and SOP adherence.

- Monitor ticket queues, incident management, and project deliveries within timelines.

- Implement continuous improvement initiatives to reduce incidents and improve productivity.





- Maintain customer satisfaction score of 9+/10 through proactive engagement and user delight practices.

- Ensure role backups, cross-training, and succession planning for all critical resources.

- Support business growth by identifying opportunities and generating leads.

- Manage operational reporting, audits, compliance documentation, and financial governance.

Key Success Metrics:

- 100% SLA & Contract Compliance

- CSAT 9/10

- Quarterly Incident Reduction

- Timely Escalation Closure

- 100% Reporting & Compliance Adherence

- High Team Productivity & Skill Development

Regards Role & responsibilities

Preferred candidate profile

📌 It Service Delivery Manager (Vadodara)
🏢 Team Computers
📍 Vadodara