SENIOR EXECUTIVE - SERVICE DELIVERY
ThaneFull-time3–6 yrsPosted 3 months ago
Mid-level customer support role at Network Techlabs in Thane. Needs 3+ years and a B.Sc, Class 12 or B.Tech.
About the role
We are seeking an experienced and customer-focused Senior Executive Service Delivery to oversee end-to-end IT service delivery and ensure seamless operations aligned with business objectives. The ideal candidate will be responsible for driving service excellence, managing operational governance, leading cross-functional teams, ensuring SLA compliance, and implementing continuous service improvement initiatives.
What you'll do
- Manage end-to-end IT service delivery to ensure consistent, high-quality services aligned with business requirements
- Establish and maintain operational governance frameworks, ensuring adherence to organizational policies and industry standards
- Implement and manage ITIL-based service management processes, including Incident, Problem, Change, and Request Management
- Lead critical incident management, coordinate escalations, and ensure timely resolution to minimize business impact
- Monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
What you need
- ITIL
- Escalation handling
- Internal controls
- Incident response
- Communication
Good to have
- Ticketing tools
- JIRA
- ServiceNow