IT Service Delivery Manager

Job Responsibilities

Strategic

▪ Contribute to overall IT strategy and roadmap formulation by evaluating ideas and providing inputs from the development and operations perspective

▪ Formulate and maintain assigned IT operating budgets in addition to budgeting for special initiatives and projects for the vertical Operational

IT Availability and Performance

▪ Manage IT services and solutions availability at all sites; Continuously monitor performance and capacity of IT systems with the objective to identify scope for improvement and facilitate it for systems at Americana Foods

▪ Monitor data center operations for division level operations and offer guidance for maintenance and troubleshooting

▪ Maintain oversight and conduct periodic reviews to ensure adherence to defined SLAs

▪ Facilitate prompt resolution in case of consistent breaches and non-adherences

Service Desk & Incident Management

▪ Lead implementation of service desk and incident management systems to facilitate seamless IT operations at the Americana Foods

▪ Drive timely resolution of IT service, solutions and operations inquiries/ requests and security breach incidents

▪ Act as a final point of escalation for resolution of issues

▪ Lead systems and applications upgradation actions without disturbance to business

▪ Develop robust processes to anticipate, recognize and defend against changing cyber and Information risk environments that threaten business stability

▪ Advise on pilots, rollout and sustenance of Operational Technology solutions at Americana Foods level

Business Continuity & Disaster Recovery Plans

▪ Evaluate, identify and highlight the need for Disaster Recovery processes for projects / initiatives and new processes in alignment with the requirements stated by the business

▪ Lead implementation and maintenance of Crisis Management and Disaster recovery plans in line with overall Business Continuity Plans

▪ Undertake preventive, directive and coercive measures to sustain availability, backup and recovery of IT Systems and applications

Applications Inventory and Lifecycle Management

▪ Maintain Application inventory and ensure adherence to the Application Portfolio Management policies

▪ Make recommendations based on analysis of Application Inventory and drive inventory optimization at group and business levels

▪ Define the applications operating model and formulate policy for Application lifecycle management

▪ Establish standards for the processes, methods and systems for supporting the design of IT applications and delivery of IT systems and applications that cater to the current and future state of IT services and solutions

▪ Create application lifecycle plan for different applications in alignment with the current and future state of IT services in alignment with established application lifecycle management framework

▪ Review application performance and evaluate their relevance in light of changing business landscape

▪ Provide insights on rationalization and decommissioning of applications and systems at the group level

▪ Maintain oversight on the validity of licenses for all applications and systems in the portfolio

▪ Drive timely renewal and upgradation of licenses for applications and systems at group and business levels

Operations Review

▪ Establish performance dashboards to measure and track service-levels provided by IT operations

▪ Review day-to-day operations with respect to agreed service level agreements / TATs and identify and act on operational risks if any

▪ Track partner performance from an operational perspective with respect to agreed service levels and address deviations if any; Ensure adequate partner support for smooth operations

People

▪ Allocate work to team members and provide guidance

▪ Nominate for training as per guidelines to ensure that team members receive all necessary training and development to enable them to carry out their responsibilities to the required standards

Job Qualifications

▪ Bachelor's or master's degree in computer science or a related discipline; additional degrees or certifications on IT Management would be preferred

Experience:

▪ Minimum 6 years of overall experience with at least 3 years of relevant experience in managing Information Technology operations