It Manager

Experience: 4-8 Years
Location: Gurgaon
Preference: Immediate joiners highly preferred

Job Description:

Konverge Technologies is looking for an experienced IT Manager to oversee and manage the delivery of IT services, ensure SLA compliance, and maintain high customer satisfaction. The candidate must have strong expertise in ITIL processes, communication skills, and the ability to lead teams effectively.

Key Responsibilities:

• Manage end-to-end Service Delivery operations ensuring timely and quality service.
• Handle Incident, Problem, and Change Management as per ITIL best practices.
• Monitor, analyze, and report SLA & KPI performance for continuous improvement.
• Maintain strong customer and stakeholder communication, addressing expectations and feedback.
• Lead internal teams and coordinate with vendors and service partners for smooth operations.
• Drive service improvement plans, identifying gaps and implementing corrective actions.
• Ensure risk, compliance, and process governance across all service operations.
• Possess solid understanding of IT operations, infrastructure, and related technologies.
• Manage crisis situations and escalations, ensuring quick and effective resolution.
• Support and participate in project management activities (Agile/Waterfall familiarity).
• Understanding of cloud, networking, or infrastructure technologies.
• Experience in automation within service operations.
• Prior experience in a customer-facing environment.

Required Skills & Qualifications:

• 68 years of experience in Service Delivery / IT Operations roles.
• Strong knowledge of the ITIL Framework (ITIL certification preferred).
• Experience with service management tools such as ServiceNow, Remedy, Jira, etc.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to work under pressure and manage multiple priorities simultaneously.
• Strong analytical and problem-solving abilities.

Good to Have:

• ITIL Intermediate or ITIL 4 Certification