Senior Service Delivery Manager

Job ResponsibilitiesOversee end-to-end service delivery operations, ensuring adherence to SLAs, OLAs, and contractual obligations.Implement and manage IT Service Management (ITSM) frameworks, aligned with ITIL standards.Monitor, measure, and report service performance metrics, ensuring continuous improvement in service deliveryAct as the escalation point for service-related issues, ensuring prompt resolution and customer satisfaction.Collaborate with cross-functional teams (Operations, Infrastructure, and Security) to deliver seamless services.Conduct regular service review meetings with stakeholders.Manage incident, problem, change, and release management processes in line with ITIL practices.Identify service risks, issues, and dependencies, and develop mitigation plans.Ensure compliance with company policies, security standards, and regulatory requirements.Drive automation and process improvement initiatives to enhance service efficiency.Required SkillsStrong experience in ITSM tools (e.g., ServiceNow, Zoho, Jira Service Management).In-depth knowledge and practical application of ITIL processes (ITIL v3/v4 certification preferred).Proven ability to manage and improve service operations in large and complex environments.Excellent stakeholder management, communication, and negotiation skills.Strong analytical and problem-solving abilities.Ability to lead teams, drive performance, and manage escalations effectivelyQualificationsBachelor’s degree in Computer Science, Information Technology, or related field.5+ years of experience in IT service delivery.ABOUT RTDSFounded in 2010, Real Time Data Services (RTDS) is a group of companies excelling in global information technology,specializing in Cloud Computing. We empower businesses worldwide with technologically advanced solutions thatstreamline operations and enhance efficiency. Being a market leader, we've catered to 10,000+ clients across the globe,consistently guaranteeing exceptional services.Our continuous innovation-led services include -Managed Cloud Hosting ServicesAWS Cloud ServicesPublic Cloud SolutionsCybersecurity SolutionsOUR MISSIONTo become the forefront of Tech Global Leaders in Cloud Computing by striving towards excellence in our robust products & services, providing a competitive edge to our customers.OUR VISIONOur vision is to achieve excellence through continuous improvement, innovation, and integrity, driven by a results-oriented and collaborative approach.OUR BRANDSAceCloud: AceCloud is a leading provider of high-performance, affordable cloud solutions for SMBs and enterprises. Its comprehensive suite of services includes:❖ Public Cloud❖ Private Cloud❖ Cloud GPUs❖ Kubernetes❖ Infrastructure as a Service (IaaS)❖ AWS ServicesAce Cloud is working closely with AWS for the SMB and Startup verticals PAN India. We specialize in Cloud Assessment, AWS Migration, Application & Database Modernization as well as Data Analytic, Machine Learning and AI. With a strong emphasis on innovation and customer satisfaction, Ace Cloud offers single-click deployment and 24/7 human support to ensure seamless operations for its clients. Learn More: Cloud Hosting: Headquartered in Florida, USA, Ace Cloud Hosting is a leader in managed hosting with over 15 years of expertise in cloudbased technologies. Its services include:❖ Accounting/Tax Application Hosting,❖ Managed Security Services❖ Managed IT Services and❖ Hosted Virtual Desktop SolutionsLearn More: HIGHLIGHTSIndustry Experience: 15+ years in the industry serving over 8,000 clients globally with a team of 600+ employeesData Center Partners: 10+ data center partners located across the USA, UK, and IndiaStrategic Partnerships:❖ Microsoft Direct Partner under the CSP Program.❖ Intuit Authorized Commercial Hosting Provider.❖ AWS Advanced Consulting Partner with Storage & SMB Competencies❖ VMware Enterprise Partner for Infrastructure & Desktop Virtualization solutionsAccreditations and Memberships:❖ ISO/IEC 27001:2022 Certified❖ Registered with NASSCOM❖ Member of the Internet Telephony Services Providers’ Association in the UK.Awards and Recognitions:❖ Customer Service Department of the Year Stevie Award (2024)❖ CPA Practice Advisor Readers' Choice Awards (2023)❖ VMware Accelerating Cloud Provider Partner Award (2020)❖ K2 Quality Award for Customer Satisfaction (2019)❖ Great User Experience Award by FinancesOnline (2018)❖ User Favourite Award by Accountex USA (2016)CONTACT INFORMATIONWebsite:

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