Description

Key Skills: ServiceNow, itsm, IT Infrastructure, Service Delivery Management, ITIL

Roles and Responsibilities:

• Manage end-to-end delivery of IT infrastructure support services including Data Center Operations, Service Desk, EUC, and Onsite/Deskside Support.
• Ensure service stability, availability, performance, and adherence to SLAs/OLAs across support operations.
• Lead major incident management and escalation handling to ensure timely issue resolution and effective stakeholder communication.
• Drive ITIL-aligned processes including Incident, Problem, Change, Request, and Knowledge Management.
• Monitor service performance, governance metrics, and operational reporting to support continual service improvement.
• Conduct root cause analysis and implement preventive and corrective actions for recurring issues.
• Manage cross-functional teams, vendors, and support resources including workforce planning and performance management.
• Coordinate transitions, knowledge transfer, stabilization, and operational handover activities.
• Support audits, compliance checks, risk assessments, and operational governance initiatives.
• Collaborate with customers, leadership teams, and internal stakeholders to ensure high customer satisfaction and operational excellence.

Skills Required:

• Strong experience in IT Infrastructure Services and Service Delivery Management.
• Good understanding of ITSM processes and ServiceNow platform operations.
• Experience managing Service Desk, EUC, Data Center, and infrastructure support environments.
• Knowledge of SLA/OLA governance, incident management, escalation management, and service reporting.
• Familiarity with ITIL processes and continual service improvement practices.
• Strong stakeholder management, team management, and vendor coordination skills.
• Experience handling major incidents and operational governance activities.
• Good analytical, communication, and problem-solving skills.
• ITIL certification is preferred.

Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a rela

Key Skills

Education

Any Graduate