Job Description : Service Delivery Project Manager

Company : Mastech Digital

Location : Chennai, Tamil Nadu, India

Position: Service Delivery Project Manager

Employment Type : Full-Time

Experience : 5+ Years

Salary : Competitive (Based on experience)

About Mastech Digital :

Mastech Digital (www.mastechdigital.com) is a leading IT services and solutions provider, delivering digital transformation services to global enterprises.

Job Summary:

We are seeking a highly motivated and experienced Service Delivery Project Manager to join our team in Chennai. The ideal candidate will be responsible for ensuring the delivery of high-quality IT services to our clients, meeting service level agreements (SLAs), and driving continuous improvement. You will act as a primary point of contact for clients, manage critical incidents, and coordinate with cross-functional teams to ensure successful project delivery.

Responsibilities:

- Plan, monitor, and report on service delivery performance to ensure SLAs and contractual performance indicators are met.

- Develop and maintain a comprehensive set of metrics and KPIs to track service delivery performance.

- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery.

- Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews. -

- Take accountability for service delivery performance, meeting customer expectations, and driving future demand.

- Develop a deep understanding of projects to gain insights into the scope of service delivery.

- Facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.

- Ensure Projects are delivered on time, and within budget.

- Act as a primary point of contact for clients, providing regular updates and addressing any concerns.

- Build and maintain strong relationships with clients, ensuring high levels of customer satisfaction.

- Manage critical incidents, coordinating with resolution parties and ensuring timely resolution.

- Conduct post-incident reviews to identify root causes and implement preventive measures.

- Monitor and report on service delivery performance, identifying areas for improvement.

- Manage SLAs, KPIs, and critical success factors (CSFs) for IT services, processes, operations, and work environments.

- Identify and implement process improvements to enhance service delivery efficiency and effectiveness.

- Maintain and improve upon ITIL best practices.

- Experience of ITSM software applications and tools, analysis, and reporting.

Requirements:

Education: Master's degree in computer science, Information Systems, or equivalent field.

Experience: At least 5 years' experience in delivering IT Service Management (ITSM) and process management.

- Experience managing IT projects.

- Knowledge of managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.

- Experience of ITSM software applications and tools, analysis, and reporting.

Skills:

- Excellent communication skills (written and verbal) in English.

- Service, project, and results-oriented, with strong analytical and problem-solving skills.

- High-energy work ethics.

- Ability to facilitate cross-functional teams.

- Flexible to work in Shifts.

Certifications (Desirable) - ITIL/CMMI Certification.

Key Competencies:

- IT Service Management (ITSM)

- Project Management

- Incident & Problem Management

- SLA & KPI Management

- Client Relationship Management

- Communication & Interpersonal Skills

- Analytical & Problem-Solving Skills

- Process Improvement

Why Join Mastech Digital?

- Opportunity to work on challenging and impactful projects for global clients.

- Collaborative and supportive work environment.

- Career growth and development opportunities.

- Competitive salary and benefits package.

- Opportunity to work with enterprise level clients.