About the role

Position Title: IT Service Delivery Lead

Reporting To: IT Head / AGM – Information Technology

Location: Ahmedabad (with travel to Plants and Project Sites as required)

Experience: 5 - 10 Years

Employment Type: Full-Time

Role Purpose

The IT Service Delivery Lead will be responsible for managing end-to-end IT service delivery across corporate offices, plants, and project locations, ensuring high availability and user satisfaction. The role will lead to the End User Services (EUS) function, manage service partners and outsourced resources, and ensure seamless delivery of IT support services in line with business SLAs.

The EUS support team will be deployed through a managed service partner, and this role will be accountable for governance, performance management, service improvement, and operational excellence.

Key Responsibilities

IT Service Delivery Management

Own IT service delivery operations across all business locations.
Ensure adherence to agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
Monitor and improve incident, service request, and problem management processes.
Act as the primary escalation point for critical IT support issues.
Drive continuous service improvement initiatives to enhance user experience.

End User Services (EUS) Management

Lead and govern the outsourced EUS support team deployed through service partners.
Ensure timely provisioning, support, maintenance, and lifecycle management of:
- Laptops and desktops
- Printers and scanners
- Mobile devices
- Meeting room and collaboration systems
- Desk phones and IP telephony
- Microsoft 365 applications
Ensure standardization of end-user computing environments across locations.

Vendor & Partner Management

Manage EUS service partners and support vendors.
Track SLA compliance, escalation management, and service penalties where applicable.
Evaluate partner performance and drive improvements.

IT Asset & Lifecycle Management

Oversee procurement, deployment, tracking, and disposal of IT assets.
Accountable to Maintain accurate asset inventory and CMDB records.
Ensure timely hardware refresh and warranty management.
Optimize IT asset utilization and costs.

User Experience & Service Excellence

Measure and improve end-user satisfaction.
Conduct periodic user feedback surveys.
Drive reduction in recurring incidents and support tickets.
Ensure smooth onboarding and offboarding of employees.

IT Governance & Compliance

Ensure compliance with IT policies, security standards, and audit requirements.
Coordinate with Information Security teams for endpoint security compliance.
Support cyber security initiatives related to endpoints and end-user devices.

Project Support

Support IT infrastructure and business application projects.
Coordinate EUS activities for SAP S/4HANA, Microsoft 365, network, and security projects.
Manage site IT readiness for new plants, offices, and project locations.

Required Qualifications

Education

Bachelor's Degree in Information Technology, Computer Science, Engineering, or equivalent.

Preferred Certifications

ITIL Foundation / ITIL 4

Required Skills

Technical Skills

IT Service Management (ITSM)
Incident, Problem & Change Management
End User Computing (EUC)
IT Asset Management
ServiceNow, Freshservice, ManageEngine or similar ITSM tools
Basic Networking & Infrastructure Knowledge

Behavioral Competencies

Strong stakeholder management
Customer service orientation
Vendor management skills
Team leadership and coaching
Problem-solving mindset
Excellent communication and reporting skills
Ability to work in a multi-location manufacturing environment

Ideal Candidate Profile

Experience in a manufacturing, EPC, engineering, construction, or multi-location business environment with responsibility for IT service delivery, end-user support operations, vendor governance, and service excellence. Experience managing outsourced support teams and driving SLA-based service delivery is highly preferred.