Operations Service Delivery Lead

We are seeking a talented Operations Service Delivery Specialist to join our exceptional team. In this role, you will oversee the entire service delivery process, including service level management, incident management, change management, program oversight, resource management, stakeholder management, training, and cloud cost management. The ideal candidate will have extensive experience in IT service management, outstanding leadership skills, and a strong commitment to prioritizing our customers' needs.

Requirements

Key Responsibilities:

• Service Level Management: Ensure incidents are managed in accordance with service level agreements (SLAs) and key performance indicators (KPIs).
• Continuous Improvement: Identify areas for process improvement within the incident management framework and drive initiatives to enhance efficiency and effectiveness.
• Incident Management: Oversee the incident management process, ensuring that incidents are logged, categorized, prioritized, and resolved in a timely manner.
• Coordination and Communication: Act as the central point of contact for all major incidents, coordinating between various teams and stakeholders to facilitate rapid resolution.
• Root Cause Analysis: Lead post-incident reviews to identify the root cause, document lessons learned, and implement corrective actions to prevent recurrence.
• Escalation Management: Handle escalations promptly, ensuring that high-priority incidents receive the necessary attention and resources.
• Change Management: Oversee and manage the ITIL Change Management process, ensuring that changes are logged, evaluated, authorized, prioritized, planned, tested, implemented, documented, and reviewed in a controlled manner.
• Risk Assessment: Conduct risk and impact assessments for all changes to minimize the risk of service disruption.
• Communication: Communicate change plans and schedules to stakeholders, ensuring that changes are implemented with minimal impact on services.
• Program Oversight: Lead and manage multiple IT programs and projects, ensuring they align with organizational goals and deliver on time, within scope, and within budget.
• Resource Management: Allocate resources effectively across projects, balancing priorities and workload.
• Stakeholder Management: Engage with stakeholders at all levels to ensure program objectives are met and expectations are managed.
• Training and Development: Train and mentor team members on incident management best practices and tools.
• Cloud Cost Management: Monitor and manage cloud spending across all cloud platforms. Promote a culture of cost-awareness and accountability across the organization.
• Reporting and Insights: Generate regular reports on cloud costs, usage, and trends. Develop and maintain dashboards for real-time cost visibility and tracking

Key Competencies:

• Leadership: Ability to lead and coordinate incident resolution efforts across multiple teams.
• Collaboration: Strong team player with a collaborative mindset.
• Attention to Detail: Meticulous in documenting incidents, actions taken, and lessons learned.
• Strategic Thinking: Ability to align IT programs and NOC operations with organizational goals.
• Analytical Skills: Strong problem-solving and decision-making abilities.
• Collaboration: Proven ability to work collaboratively with cross-functional teams and stakeholders.
• Adaptability: Ability to adapt to changing circumstances and drive continuous improvement
• Technical Expertise: Strong technical background, with expertise in cloud computing, networking and cloud-native applications

Qualifications:

• Education: Bachelor’s degree in Information Technology, Computer Science, or a related field. A Master’s degree is a plus.
• Experience: Minimum of 7-10 years of experience in ITIL change management, program management, and network operations center management.
• Certifications: ITIL Foundation certification is required; PMP or equivalent program management certification is preferred.
• Skills:
• Strong understanding of ITIL frameworks and best practices.
• Proven experience in managing large-scale IT programs and projects.
• Expertise in network operations and incident management.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work under pressure and manage multiple priorities effectively.

Working Conditions:

• Opportunities for professional growth and development in a dynamic and supportive team
• Access to the latest technologies and tools, including IT service management software and cloud cost management tools
• Availability to work outside of regular business hours to manage critical incidents.

Benefits

• A friendly culture that brings the best out of everybody
• Mediclaim Insurance – Employees and their eligible dependents including dental coverage
• Personal Accident Insurance
• Internet Reimbursement