Service Delivery Lead (End User Services) Job

Job Accountabilities (duties and responsibilities):
Manage overall operations and is responsible for the effective and successful management of the Incidents and the requests logged
Provide technical expertise and fault resolution in order to ensure that all incidents and requests are actioned and resolved within agreed SLAs.
Handle all types of escalations
Ensure that departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are met.
IT Infra budgeting and Cost Management for both CAPEX and OPEX
Stakeholder Management to provide seamless services to business
Manage quality operations with knowledge of ITIL processes

Skills Required:
Effective communicator with good interpersonal and analytical skills
Experience in administering strong technical knowledge in troubleshooting Windows & IOS platforms;
Good working Knowledge of Networking, Active Directory, Exchange, MDM and Microsoft products like SCCM etc.
Knowledge of ITIL processes

Experience & Qualifications:
MBA-IT/ BE / BTech or Equivalent
15+ years of experience
ITIL Course
Experience of service Delivery
People Management & Vendor Management
Knowledge of latest IT technologies
Sound knowledge of End User computing

Information above is Internshala's interpretation and paraphrasing of what we found on the shared link.