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Job Description

Roles & Responsibilities

• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding ofprojectsto gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Skills

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery ofITIL(Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Strong organizational skills
• Ability to manage and prioritize tasks efficiently
• Solid resource planning andproblem-solving skills
• Readiness to demonstrate a proactive attitude
• Excellent verbal and writtencommunication skills

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