IT Team Lead

We are seeking aproactive IT Service Delivery Manager/Team Leadto oversee IT service performance, drive customer satisfaction, and lead a high-performing team. This role is ideal for someone with a strong ITIL foundation, experience managing service delivery, and a passion for ensuring operational excellence. Location: Mumbai | General ShiftKey Responsibilities: Service Performance & Monitoring: Monitor IT service performance against KPIs and SLAs. Ensure measurable targets are set for all IT services and proactively implement improvements wherever cost-justifiable. Produce service reports and review/revise service scope and underpinning agreements. Monitor and enhance customer satisfaction with IT service delivery. Incident & Problem Management: Manage incidents, problems, and escalations with timely resolution. Conduct root cause analysis and maintain documentation for reference. Implement processes to prevent recurrence of issues and improve service reliability. Process Documentation & Training: Create SOPs, process documents, and Confluence knowledge articles. Organize knowledge transfer (KT) and training sessions to enhance team performance and achieve customer satisfaction. Team & People Management: Manage team performance, including roster management, attendance, and overall productivity. Ensure team targets align with client expectations, KPIs, and SLAs. Foster a collaborative environment, driving accountability, development, and excellence.Qualifications & Skills: Graduate in any discipline with 4–8 years of service delivery experience. Strong understanding of ITIL framework; PMP, Green Belt, or Black Belt certifications are a plus. Proficient in MS Word, Excel, Access, and PowerPoint. Excellent interpersonal, verbal, and written communication skills. Ability to manage multiple priorities and demonstrate a proactive attitude. Flexible to work rotational shifts and adapt to dynamic work environments. Commitment, tenacity, and flexibility in approach to work.Why Join Us: This is an opportunity to lead a dynamic IT service delivery team, drive excellence in service operations, and play a pivotal role in enhancing customer satisfaction across the organization. If you thrive in fast-paced environments and are passionate about operational efficiency, this role is for you.

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