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Tier-1 brand, metro location, and a mid-level generalist service-delivery role increase candidate competition.
Service-delivery and vendor-management skills are moderately transferable across industries but favor IT services experience.
Explicit 7-10 years requirement plus ITIL/ITSM preference makes screening moderately strict.
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Own strategy formulation for escalation, change management, cost management, and high-risk project oversight in service delivery.
Lead cross-functional teams to ensure SLA delivery, vendor management, and policy compliance impacting organizational growth.
Drive transformation optimization, identify revenue opportunities, participate in presales, and manage delivery capability and cost solutions.
Graduate degree in Computer Science, IT, Business Administration, or related field, or commensurate work experience.
7-10 years of work experience preferably in ITIL/ITSM, business, customer support, or related field.
Experience managing service delivery with responsibility for SLA adherence and cost controls.
Preferred certifications: Not explicitly mentioned in the JD.
Experienced in managing complex, cross-functional projects and high-risk service delivery scenarios.
Skilled in strategic planning with a focus on cost management, escalation handling, and vendor negotiations.
Capable of independently resolving business issues and driving transformation and optimization initiatives.