Senior Executive - Service Delivery

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

• 3–6 yrs of experience
• ITIL
• Escalation handling
• Internal controls
• Incident response
• Communication
• B.Sc or Class 12 or B.Tech or B.E. or BCA

Good to have

• Ticketing tools
• JIRA
• ServiceNow