The Sr Service Delivery role is responsible for Service Management oversight across a defined region, with responsibility to escalate incidents and coordinate resolution on application and infrastructure related issues and projects.
· Pro-actively monitor tickets and incidents in the region.
· Assists with the management of local stakeholders’ expectations and requirements for delivery of IT services, acting as single point of contact for IT service and support.
· Coordinates cross-tower communication to ensure incidents and projects are executed in accordance to business expectations.
· Executes the incident and problem management processes for regional incidents.
· Oversees the resolution of all priority #1 and #2 incidents, acts as escalation point for service issues, and executes the problem management processes for regional incidents.
· Ensures Service Desk provides effective service to regional and local business stakeholders.
· Assists with the development of service strategy and improvement initiatives to ensure continuous improvement and effective delivery of IT service requirements.
· Provide seamless introduction of new services, ensuring all operational acceptance criteria are met and the solution becomes a defined service in line with business expectations of support levels.
· Aides in providing regular service reporting to regional and local stakeholders on IT performance and SLAs.
· Delivers business alignment and IT service continuity planning with the regional and local business stakeholders.
· Operates contracts,



conduct governance and service reviews and aides in the management of service improvement initiatives with local tier 2 and 3 vendors.
· Additional duties as assigned. Qualifications
· Bachelor’s Degree in Information Technology or related field.
· 4+ years of previous IT service management or delivery role operating with complex IT services and environments.
· Experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement.
· Strong supplier and commercial management skills, including experience with developing and managing effective service level agreements.
· High degree of proficiency in MS Office Suite, Outlook & Internet applications.
· Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.
· Strong verbal and written communication skills (including analysis, interpretation, & reasoning).
· Solid understanding and application of mathematical concepts.
· Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.
· Ability to work well autonomously and within a team in a quick-paced and deadline-oriented environment.
· Ability to work with and influence peers and management.
· Self-motivated with critical attention to detail, deadlines and reporting. PHYSICAL ASPECTS/WORK ENVIRONMENT:
· Regularly required to stand; walk; sit; and talk, hear and see.
· Occasionally lift and/or move up to 10 pounds.

📌 Sr Service Delivery- (Chennai)
🏢 matthews international
📍 Chennai