Role & Responsibilities

• Service Delivery Management:

Oversee daily operations, including incident management and service request management from response to resolution, ensuring delivery of IT services with high system reliability, optimal performance, and adherence to defined SLAs.

• Own ITSM Platform:

Own and manage the ITSM platform, ensuring right level of adoption and continuous improvements in line with Service Delivery evolution.

• Stakeholder Engagement:

Act as the primary point of contact for business stakeholders and IT Business Partners regarding IT Support & Service delivery, ensuring alignment between IT services and business needs.

• Team Leadership & Coordination:

Lead and coordinate support teams, including internal resources and external vendors, to ensure effective and effective service delivery.

• Vendor Management:

Collaborate with external vendors such as support partners and OEMs, ensuring service quality, contract compliance, and timely resolution of vendor-related or product-related issues.

• Change Management:





Oversee change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards.

• Continuous Improvement:

Drive process improvements for service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.

• Performance Monitoring & Reporting:

Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.

• Controls & Compliance:

Ensure compliance of the key IT applications with ITGC audit and contractual parameters. Direct ownership of ITGC Controls for the SAP Landscape.

• Budget & Resource Management:

Manage service delivery budgets, resource allocation, and cost optimization to achieve the best value for the organization.

Skills & Qualifications

Must-Have

• Relevant degree in Information Technology, Computer Science, Business Admini

📌 IT Application Support (India)
🏢 IAssess Consultants
📍 India