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.

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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.

Requirements:
- 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.
- Robust 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 fast-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 India Private
📍 Chennai