Service Delivery Lead (End User Services)

Job Accountabilities (duties and responsibilities):

• Manage overall operations and is responsible for the effective and successful management of the Incidents and the requests logged
• Provide technical expertise and fault resolution in order to ensure that all incidents and requests are actioned and resolved within agreed SLAs.
• Handle all types of escalations
• Ensure that departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.
• IT Infra budgeting and Cost Management for both CAPEX and OPEX
• Stakeholder Management to provide seamless services to business
• Manage quality operations with knowledge of ITIL processes

Skills Required:

• Effective communicator with good interpersonal and analytical skills
• Experience in administering strong technical knowledge in troubleshooting Windows & IOS platforms;
• Good working Knowledge of Networking, Active Directory, Exchange, MDM and Microsoft products like SCCM etc.
• Knowledge of ITIL processes

Experience & Qualifications:

• MBA-IT/ BE / BTech or Equivalent
• 15+ years of experience
• ITIL Course
• Experience of service Delivery
• People Management & Vendor Management
• Knowledge of latest IT technologies
• Sound knowledge of End User computing