Our esteemed client is seeking an IT Service Delivery Manager to join their dynamic team. This role is pivotal in ensuring seamless IT Service Management, driving business growth, and adding value to both our client's business and their clients through strategic IT interventions. The successful candidate will play a key role in managing client relationships and ensuring the delivery of exceptional IT services. Essential Functions: Client Portfolio Management: Take ownership of key accounts from an IT service delivery perspective, ensuring end-to-end client satisfaction. IT Service Management and Delivery: Lead service delivery reviews, participate in ongoing service delivery reviews, and contribute to new business growth calls with clients and internal stakeholders. Business Value Creation: Identify, implement, and review service improvement initiatives, driving productivity improvements and controlling operational costs. Compliance and Information Security: Ensure the effectiveness of compliance and information security as part of service delivery, collaborating with internal audit teams to meet compliance requirements. Client Liaison: Communicate effectively with clients to understand delivery requirements and align internal teams accordingly. Major Incidents Database Management: Capture and maintain records of client process downtimes, application issues, and major incidents for future reference. Technical Skills: Proficiency in networking, systems, voice, and business applications. Possession of an industry-recognized certification like ITIL/ITSM is advantageous. Understanding of project management methodology. Familiarity with ITIL framework and processes (Incident Management, Problem Management, Change Management, Service Management). Process Specific Skills: Ability to interface and communicate effectively at all levels within both client and internal organizations. Understanding of enterprise business processes, IT processes, and service delivery. Soft Skills: Strong presentation and interpersonal skills. Excellent problem-solving skills in a cross-functional environment. Effective client stakeholder management. Strong verbal and written communication skills. Customer service orientation with the ability to connect with global customers and work with global teams. Good listening and consultative skills. Education Requirements: Graduate degree, with a preference for B.E./B.Tech and industry-recognized certifications like ITIL/ITSM, PMP. Work Experience Requirements: Minimum of 8-12 years of experience in managing IT service delivery for large BPO client relationships (800+ seats). Willingness to work in a 24x7 environment and availability for USA/UK shift onsite. #J-18808-Ljbffr