Service Delivery & ITSM Coordinator Lead
Coralai · Chennai · onsite · Posted 69d ago
Undisclosed7–12 yrsfulltimeSourced from
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About this role
Job Summary
Job Title: Service Delivery ITSM Coordinator
Position: Senior Systems Engineer
Experience: 7+ Years
Category: Software Development/ Engineering
Location: Chennai
Employment Type: Full Time
We are looking for an experienced Service Delivery ITSM Coordinator with 69 years of experience in IT Service Management, combining strong Delivery Coordination capabilities with hands-on experience in Incident, Problem and Change (IPC) Management. The role requires strong operational oversight, stakeholder coordination and the ability to monitor service performance through SLA/OLA, KPIs and dashboards.
Responsibilities - Coordinate day-to-day service delivery and ITSM operations across technical teams, service owners, partners and stakeholders, ensuring smooth execution of operational commitments.
- Manage and coordinate Incident, Major Incident, Problem and Change (IPC) activities in accordance with ITIL processes and agreed service targets.
- Monitor SLA, OLA, KPIs, service availability, incident ageing, backlog and overall operational performance, proactively identifying risks and driving corrective actions.
- Coordinate Major Incidents, engaging appropriate resolver teams, driving service restoration, ensuring timely stakeholder communication and tracking post-incident actions.
- Drive Problem Management activities including recurring incident analysis, RCA coordination, problem tracking and closure of corrective/preventive actions.
- Coordinate Change Management activities including change review, risk and impact assessment, scheduling, approvals, CAB coordination and change success/failure tracking.
- Maintain and analyse operational dashboards and service reports, highlighting performance trends, SLA/OLA deviations, risks, recurring issues and improvement opportunities.
- Track delivery actions, dependencies, risks and escalations across multiple teams and drive timely follow-up and closure.
- Support weekly/monthly service reviews and governance meetings, including preparation of dashboards, performance reports, action trackers and stakeholder updates.
- Support Continuous Service Improvement (CSI) by analysing operational trends and working with technical teams to improve service stability, efficiency and overall service performance.
- 7+ years of experience in IT Service Management / IT Operations / Managed Services, with exposure to service delivery coordination.
- Strong hands-on experience in Incident, Major Incident, Problem and Change Management.
- Good understanding of SLA, OLA, KPI management, service reporting and operational governance.
- Strong experience coordinating across multiple infrastructure/application support and resolver teams.
- Good knowledge of ITIL processes and service management best practices.
- Experience working with ITSM platforms such as BMC Helix, ServiceNow or equivalent.
- Strong stakeholder management, communication, analytical, coordination and escalation management skills.
- Ability to independently track service performance, identify operational risks and drive actions to closure.
- ITIL Foundation certification is preferred.
- Change Management
- Incident Management
- IT Service Management
Sourced from naukri
Skills
itsmIncident ManagementITILService Delivery Managementservice deliveryProblem managementTransition ManagementIT Service Delivery ManagementChange ManagementProject ManagementDelivery ManagementOperations Management