IT Service Delivery Manager

Company

Coats

Position Title

IT Service Delivery Manager

Division

Corporate

Location

India (Bangalore/Madurai)

Function

Digital & Technology

Reports to

Director – IT Service Management & Operations

Role Purpose

The IT Service Delivery Manager is primarily responsible for the effective management of incidents and service requests, ensuring seamless delivery and escalation throughout the support organization. This role assists IT Service Management & Operations Director to design the process flow for IT service and incident management, change management globally.  This role involves continuous monitoring and steering of the executing organization to meet business-agreed SLAs for end-user support, incident management, service request management, change management, and continuous improvement, all in alignment with ITIL best practices.

Additionally, the IT Service Delivery Manager is the IT ticketing tools owner, responsible for overseeing the process flow design and reporting. This includes ensuring that the ticketing system is optimized for efficiency, accuracy, and compliance with organizational standards.

Principal Accountabilities and Key Activities

Service Management

• Oversee delivery of 40+ outsource partner resources to ensure they provide seamless delivery of Technology Support services to Coats employees, covering incidents and service requests.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Build relationships with key stakeholders within Coats technology & externally with IT Fully Managed Service Provider.
• Identify opportunities for improving services delivered by outsourcing partner, recommend alternatives to enhance benefits derived from services offered.
• Ensure that the outsourcing partner has adequate tools, knowledge and processes to deliver quality support services – lead implementation of appropriate tools / process improvements.
• Establish guidelines for Critical Incident Management and ensure all are appropriately handled within agreed SLA’s
• Provide strategic direction for Incident Management, Problem Management and Ticket Management Lifecycle (Ageing Tickets Monitoring)

Process Design and Improvement

• Design a systematic approach to improve the alignment and performance of a particular Digital and Technology process with organizational strategy and customer expectations.
• Review, interpret and enhance a system design or program to achieve optimal performance, operational cost, and flexibility for future change.
• Prepare and document process guidelines for both technology support teams and end user consumption.
• Conduct process testing before implementation.
• Provide mentoring to internal support groups consisting of over 100 staff on process changes
• Prepare and deliver process trainings as required to all Coats end users (circa 6500 users)

Performance Metrics and Continuous Improvement

• Review KPIs and performance metrics to ensure they align with the organization's goals and objectives.
• Use KPIs to measure outsourcing partner performance and take corrective actions as needed.
• Identify opportunities for improving services delivered by outsourcing partners and recommend enhancements.

• Report on delivery commitments to ensure solutions are implemented on time and as expected.

Key Relationships

Internal

External

• Digital & Technology Team
• Technology Architect Teams
• Technology Infrastructure and Operations Team
• SAP, Business Intelligence and Digital team
• Business Stakeholders

• Vendors
• Expert Consultants
• Managing third party relationships in terms of 1st and 2nd level support needs

Education, Qualifications and Experience

Essential

Desirable

• 8+ years of IT Service Desk/Help Desk experience (5+ years in a technical lead management role)
• Solid exposure in the following: Outsourcing, SLA Management, Vendor Management, Compliance, Risk Management, Business Continuity, Escalation Management and experience in Process Development
• Experience with managing under Service Level Agreement (SLA), Key Performance Indicators (KPI) and performance metrics for monitoring in-scope activities
• Service Now experiences
• Highly organized and confident decision-making skills
• Excellent written and oral communication skills appropriate for various levels of senior to mid-level management
• Strong interpersonal skills and flexibility; ability to build collaborative relationships to support multiple business and support groups
• Experience of working across global time zones
• Good analytical skills.

• ITIL v3 or v4 certifications
• Service Now Certified Implementation Specialist (CIS)
• Strong manufacturing industry experience
• Experience with automated application provisioning tools
• Good Knowledge or certification on MSFT technologies. (O365, Windows Administration, Azure). Basis Networking and SAP knowledge.