The document describes the responsibilities of a Delivery Operations Manager at IBM India Pvt. Ltd. The individual oversees all service desk staff to ensure timely assistance for end users and manages procedures for identifying, prioritizing, and resolving incidents. Key responsibilities include end user support, people management/training, and reporting.

1. Currently working as Delivery Operations Manager with IBM India Pvt. Ltd. My role is to oversee all
Service Desk staff and ensure that end users are receiving timely assistance. This includes the
responsibility of managing all procedures related to identification, prioritization and resolution of
incidents, including the monitoring, tracking and coordination of IT Service Desk functions. I am
also responsible for planning, designing, and analyzing ITIL/ITSM-based Service Desk
according to best practices, while ensuring high levels of customer service quality and
availability. My responsibility is to develop, implement, and oversee policies and procedures to
ensure consistent service levels and quick resolutions.
Main Responsibilities:
1. End User Support
 Managing a 24x7 team of IT Service Desk Specialist and responsible for the smooth day
to day running of the IT Service Desk
 Manage the processing of incoming calls to the IT Service Desk via both Telephone
Chat and Self Service Portal to ensure courteous, timely and effective resolution of end
user issues.
 All internal client facing 1st/2nd line support, ensuring that the SLA’s and KPI's are
achieved and customer expectations are met or exceeded.
 Oversee the Quality Control of Incident updates and resolutions.
 Act as an initial escalation point for end users.
 Manage the escalation of Incidents between the IT Service Desk and the other technology
specific support groups (i.e. Network / Systems / Business Services / Local IT) to ensure
on-time technical support.
 Ensure the timely resolution of IT Service Requests are provisioned once approved to
avoid delays and business impact.
 Maintain the IT Service Catalogue and ensure that all IT Service Request forms are
reviewed and kept up to date.
 Monitor incident trends and anticipate potential problems for proactive resolution.
 Perform follow-ups to large scale and/or highly impactful incidents.
 Ensure that the business is quickly informed and kept up to date during unplanned /
planned outages via email notifications.
 Differentiate between Service Requests and Change Requests and explain to users to set
the expectations.
 Responsible for ensuring that the User Access Management in Active Directory (New
Joiners / Leavers / Transfer) are provisioned in a timely manner.
 Maintaining the Distribution / Security Groups to ensure the Global Address Book is up
to date.

2. 2. People Management / Training
 Arrange monthly one-to-one reviews with team members and set objectives, training
plans for career development
 Handle Leave & Performance management for the Team members
 Establishes, documents, and updates IT Service Desk Best Practices, policies, process
flows, and procedures.
 Identify, recommend, develop and implement end user training programs to increase
computer literacy and self-sufficiency.
 Oversee development and communication of knowledge articles, usage guides and FAQs
for end users.
 Oversee the development, implementation and administration of Service Desk staff
training procedures and policies.
 Train, coach and mentor IT Service Desk Specialists and other junior staff.
 Responsible for leading and motivating the team to achieve the agreed SLA’s and deliver
against the department KPI’s
3. Reporting
 Track and analyze trends in Incident / Service Requests and Problems and generate
statistical reports.
 Tracking and preparing reports quantifying incidents, problem resolution performance
trends, and ensures Acceptable Quality Levels (AQLs) are met.
 Provides weekly Call Metrics Reporting, including call volume, abandoned calls, call
wait times and other key metrics to track the performance and health of the IT Service
Desk Services