Service Delivery Management - Mumbai - Hitachi Vantara

    Hitachi Vantara
    Hitachi Vantara Mumbai

    1 day ago

    Full time
    Description

    Key Responsibilities:

    • Ensure delivery meets all contractual SLAs and service levels.
    • Lead a team responsible for 24x7 IT infrastructure operations.
    • Conduct weekly/monthly service review and governance meetings with internal and customer stakeholders.
    • Act as the situation manager for critical incidents and oversee incident escalation.
    • Own root cause analysis and manage service improvement plans.
    • Oversee vendor management, headcount forecasting, capacity planning, and budgeting.
    • Ensure audit and policy compliance using ITIL frameworks.
    • Lead Continual Service Improvement (CSI) initiatives to enhance service quality, efficiency, and customer satisfaction.
    • Analyze KPIs and SLAs to identify improvement opportunities across ITIL service lifecycle (strategy, design, transition, operations).

    Required Skills & Experience:

    • Minimum 10 years of experience in IT Delivery or Operations Management, with a strong focus on Continuous Service Improvement.
    • Proven ability to manage large teams and lead service delivery in enterprise environments.
    • Deep understanding of ITIL framework and ITSM practices.
    • Strong technical background in enterprise IT hardware/software, preferably in data storage infrastructure.
    • Experience with Hitachi Vantara Storage, Compute, and Infrastructure is a plus.
    • Excellent communication, leadership, and stakeholder management skills.
    • Experience in managing SLA compliance, escalations, and service reviews.

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