ZF Looking for Specialist – IT Service Delivery Management at Pune, Maharashtra Full Time

Work at the forefront of automotive innovation with ZF,

one of the world’s leading automotive suppliers.

Specialist – IT Service Delivery Management

Location:
Pune, MH, IN, 410501

Req ID 25838 Pune, India

Job Title: IT Service Delivery Manager, India Region

Reporting to: Head, IT Workplace, operations and Infrastructure (WIO) – India Region

Profile:
The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Make recommendations for Service Improvement Plans, ensure actions are followed through to completion in a timely manner, Provide regular and accurate management reporting on IT Service performance. Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Responsibilities:
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support

Be user-centric and passionate about providing the best possible service to ZF India users

Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

Act as the key point of escalation and ownership for user incidents, service requests, change requests, Problem Management and service quality, with a track record for continual service improvement

Developing ITIL-based processes and ensuring they are followed and are suitable for business needs

Drive internal and third party service review meetings covering performance, service improvements, quality and processes

As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

Work collaboratively with technical teams and other areas of the business to deliver solutions to customers.

Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

Lead the Desktop Management team to continually improve the desktop computing environment

Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security

Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment

Qualities and Skills required Essential

Bachelors Degree in “Computer Science” or related Engineering

7 to 8 years of experience in ‘IT Service delivery management’

Experienced Service Management professional

ITIL Qualified

Previous experience as a Team Lead or demonstrable experience in leading virtual teams

Experience of managing 3rd parties and 3rd party delivered services

Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

Expert knowledge of ITIL disciplines

Excellent leadership and people management skills

Excellent written and verbal communication skills

Willingness to support and mentor junior staff

Excellent customer facing/customer service skills

Able to work under pressure and meet deadlines

Excellent organisational skills

Self-motivation and able to take responsibility

Able to manage and prioritise and tasks and time efficiently

Able to demonstrate initiative and a proactive approach to daily tasks

Be part of our ZF team as Specialist – IT Service Delivery Management and apply now!

Contact

Rajesh Geddam

Our Commitment to Diversity

ZF is an Equal Opportunity and Affirmative Action Employer and is committed to ensuring equal employment opportunities for all job applicants and employees. Employment decisions are based upon job-related reasons regardless of an applicant’s race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, marital status, genetic information, protected veteran status, or any other status protected by law.

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