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