oracle
Service Delivery Manager - Security
Digitide Solutions
Bengaluru, IND
Full-time
Manager · 10–12 years experience
Onsite
Discovered 2 weeks ago
Communication
Key Skills for This Role
Communication
Full Job Posting
Qualifications
- Candidate Profile
- The ideal candidate should have:
- 10–12 years of overall IT experience, with substantial experience in IT Infrastructure / Managed Services delivery.
- Minimum 4–6 years of experience in Service Delivery, Infrastructure Operations, IT Operations Management or a similar client-facing leadership role.
- Strong exposure to ITIL-based Incident, Request, Problem, Change and Service Level Management.
- Experience managing geographically distributed IT support teams.
- Good understanding of:
- Service Desk operations
- End User Computing / Workplace Services
- Microsoft 365 / Entra ID
- Endpoint management and security
- IT Asset Management
- LAN/WAN/Wi-Fi infrastructure
- NOC and SOC operations
- Vendor and third-party coordination
- Experience working with ITSM tools and operational dashboards.
- Strong understanding of SLA/KPI measurement, governance and reporting.
- Ability to analyse ticket trends, identify operational gaps and drive measurable improvement.
- Strong customer-facing and stakeholder-management skills.
- Good written and verbal communication skills.
- Good understanding of: Service Desk operations End User Computing / Workplace Services Microsoft 365 / Entra ID Endpoint management and security IT Asset Management LAN/WAN/Wi-Fi infrastructure NOC and SOC operations Vendor and third-party coordination
Key Responsibilities
- Own end-to-end service delivery for the Quess IT Infrastructure Managed Services engagement and act as the primary operational interface between Quess and Digitide.
- Drive daily operations across Service Desk, Field Support/VIP Support, EUC, O365/Entra, Endpoint Security, Asset Management, NOC and SOC teams.
- Maintain strong ownership of all incidents, service requests, escalations, operational issues and action items until complete closure.
- Conduct daily/weekly operational reviews, monthly service/SLA reviews and support quarterly leadership governance meetings.
- Ensure incidents and service requests are correctly categorized, assigned, tracked and resolved within agreed response and resolution timelines.
- Monitor SLA and KPI performance, identify potential breaches in advance and drive corrective actions with the respective teams.
- Ensure timely escalation of P1/P2 and business-critical incidents and coordinate technical teams until service restoration.
- Drive Root Cause Analysis (RCA) for recurring and critical incidents and ensure corrective/preventive actions are implemented and tracked to closure. The SOW specifically calls for RCA, ticket trend analysis and operational optimization as the service matures.
- Drive centralized ticketing discipline and ensure that operational activities are appropriately recorded through the ITSM process.
- Manage field support coverage across locations and ensure backup arrangements are available to maintain service continuity during leave, attrition or temporary resource shortages.
- Coordinate with technical SMEs, service desk, onsite engineers, customer teams and third-party vendors for timely resolution of dependencies and escalations.
- Ensure proper management of asset inventory, allocation, stock, movement, employee exits, asset reconciliation and lifecycle activities.
- Review daily/weekly/monthly dashboards and ensure accuracy of operational, SLA, asset, incident and service-request reporting.
- Identify recurring operational issues and drive process improvement, automation, knowledge-base development and ticket reduction initiatives.
- Track resource availability, productivity and utilization and recommend resource realignment based on workload and ticket trends.
- Maintain operational documentation including SOPs, runbooks, escalation matrices, governance trackers and action logs.
- Ensure changes to operational processes are appropriately governed and that activities outside the agreed scope are identified and managed through the applicable Change Request process.
- Proactively identify delivery risks, dependencies and bottlenecks and work with relevant stakeholders to remove them before they impact business.
- Maintain strong communication with senior customer stakeholders and provide clear visibility into issues, risks, dependencies and recovery plans.
About Digitide Solutions
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