Remote IT Service Delivery Consultant

Company: Naukri Mitra
Location: Remote
Salary: $91,199 per annum

About Naukri Mitra:
Naukri Mitra is a leading recruitment company dedicated to bridging the gap between talented professionals and thriving organizations. We are passionate about providing opportunities that help individuals grow while contributing to the success of the organizations they serve. We seek an experienced IT Service Delivery Consultant for one of our clients. This remote position is ideal for someone skilled in managing IT services and driving operational excellence in service delivery.

Job Overview:
The Remote IT Service Delivery Consultant will manage the delivery of IT services, ensuring that they meet established standards and customer expectations. You will oversee the performance of IT services and work closely with clients and technical teams to ensure that services are delivered efficiently, issues are resolved promptly, and projects are completed on time. This role requires leadership, technical knowledge, and customer relationship management.

The ideal candidate will have significant experience in IT service delivery, a deep understanding of ITIL processes, and an ability to foster relationships with clients and stakeholders. You will work to improve service delivery processes, ensure service level agreements (SLAs) are met, and drive continuous improvement initiatives.

Key Responsibilities:

1. Service Delivery Management
   • Oversee the delivery of IT services to clients, ensuring that all services are delivered according to agreed-upon service level agreements (SLAs) and quality standards.
   • Ensure that all services meet client's needs and align with their business objectives.
   • Act as the main point of contact for clients, managing expectations and addressing service-related issues.
2. Incident and Problem Management
   • Coordinate with technical teams to manage incidents, ensuring issues are resolved quickly and effectively to minimize disruption.
   • Lead problem management activities, including root cause analysis and implementation of corrective measures to prevent recurrence.
   • Monitor incident and problem management metrics to ensure SLA adherence and continuous service improvement.
3. Stakeholder Engagement
   • Build strong relationships with clients and internal stakeholders, ensuring effective communication and a clear understanding of service expectations.
   • Conduct regular service review meetings with clients, present performance reports, discuss any issues and identify areas for improvement.
   • Serve as a trusted advisor to clients, providing guidance and recommendations on how to enhance service quality.
4. Process Improvement and Compliance
   • Implement ITIL-based best practices to ensure the efficiency and effectiveness of service delivery processes.
   • Identify opportunities for process improvements, creating action plans to optimize service delivery and enhance customer satisfaction.
   • Ensure all service delivery processes comply with relevant regulations, standards, and client requirements.
5. Service Performance and Reporting
   • Monitor service performance metrics and prepare detailed performance reports for clients and internal management.
   • Analyze service metrics and customer feedback to identify areas for improvement, implementing solutions to enhance service quality and client satisfaction.
   • Use data-driven insights to make recommendations on improving the quality and efficiency of IT services.
6. Team Collaboration
   • Work closely with internal teams, including IT operations, project management, and customer support, to ensure a coordinated approach to service delivery.
   • Facilitate communication between technical teams and clients, ensuring that both parties clearly understand requirements and service expectations.
   • Mentor junior team members, providing guidance and support to help them achieve their professional development goals.

Key Qualifications:

• Education: Bachelor's or Master's degree in Information Technology, Computer Science, Business Administration, or a related field.
• Experience: At least 5 years of experience in IT service delivery or service management is required. Experience in a consulting role or with a managed service provider is preferred.
• Technical Skills: Strong knowledge of ITIL processes and service management frameworks. Experience with incident, problem, and change management.
• Communication Skills: I have excellent verbal and written communication skills and can convey technical information to non-technical stakeholders.
• Problem-Solving Skills: Quickly analyzing complex issues, identifying root causes, and implementing practical solutions.
• Certifications: ITIL Foundation certification or higher is required. PMP or other project management certifications are a plus.

Key Competencies:

• Customer Focus: A commitment to understanding client needs and delivering services that exceed expectations.
• Leadership: Ability to lead and motivate teams, ensuring they deliver high-quality service.
• Adaptability: Comfortable working in a fast-paced environment, with the ability to manage multiple priorities effectively.
• Attention to Detail: Strong attention to detail ensures that services are delivered accurately and issues are comprehensively resolved.
• Analytical Thinking: Ability to use data to identify trends, make informed decisions, and drive continuous improvement initiatives.

Benefits and Perks:

• Remote Work Flexibility: This fully remote position allows you to work from anywhere that suits your lifestyle.
• Competitive Salary: An annual salary of $91,199.
• Professional Growth: Access to ongoing training, certifications, and professional development opportunities.
• Collaborative Culture: Join a team that values collaboration, communication, and mutual respect, creating a supportive environment where your contributions are recognized.

Why Join Naukri Mitra?
At Naukri Mitra, we believe that people are the heart of success and are committed to helping our consultants thrive in their roles. As a Remote IT Service Delivery Consultant, you will have the opportunity to make a significant impact by ensuring the effective delivery of IT services to our clients. We provide a supportive and collaborative work environment, enabling you to reach your full potential and achieve personal and professional growth.

You will work on diverse projects with a range of clients, gaining exposure to different industries and developing your expertise in IT service management. Naukri Mitra provides a unique opportunity to join a dynamic team that values quality, integrity, and customer satisfaction.

How to Apply:
Suppose you are passionate about IT service delivery and want to work with a company that values excellence and client satisfaction. In that case, we encourage you to apply through Naukri Mitra's application portal. We are eager to connect with talented professionals who are ready to take on this exciting opportunity and help drive our client's success.