Service Delivery Project Manager
TECEZE Chennai, Tamil Nadu, India (On-site)
Job title: ITSM - Service Delivery Manager
Location: Chennai
Key Roles & Responsibilities:
Service Delivery & Stake Holder management
Act as the primary point of contact for clients regarding service performance.
Conduct governance meetings to review metrics and align IT services with business goals.
Manage client expectations and ensure satisfaction.
Manage incidents, service requests, problems, and changes through ITSM tools (e.g., Service Now, Fresh Service, Jira).
Ensure services are delivered within defined SLAs and KPIs.
Maintain operational excellence across service desk and onsite support teams.
Resource & Performance Management
Provide leadership, coaching, and mentoring to delivery teams.
Ensure resource planning, workload distribution, and capability development.
Promote a culture of accountability, collaboration, and continuous learning.
Track perform...