Job Description:
We’re looking for a strong operator to lead and refine our end-to-end service delivery at Sampath IT. This role holds responsibility for ensuring our operations run smoothly, meet defined SLAs and KPIs, and consistently deliver on customer expectations. You’ll guide day-to-day execution while driving long-term improvements, governance, and operational discipline across the organization.
Responsibilities:
Service Delivery & Governance
-
Oversee end-to-end service operations, including resource planning, scheduling, and quality assurance, to guarantee seamless delivery.
-
Develop and enforce operational policies and governance frameworks that ensure consistency across all client engagements.
-
Manage critical SLAs and KPIs, tracking service uptime and incident resolution times to maintain high customer satisfaction.
-
Oversee Business Continuity and Disaster Recovery practices, coordinating drills and ensuring readiness for any scenario.
Operational Strategy & Efficiency
-
Drive continuous improvement initiatives to automate processes, reduce costs, and increase overall team productivity.
-
Manage operational budgets, including accurate forecasting for staffing, tools, and training requirements.
-
Identify operational risks across capacity and vendor networks, implementing mitigation plans before issues impact the business.
-
Manage third-party vendor relationships to ensure contractual obligations are met and value is maximized.
Team Leadership & Reporting
- Lead and mentor delivery leads, service desk managers, and analysts, fostering a culture of ownership and rapid problem-solving.
- Provide clear, data-driven reporting to leadership through dashboards and audits, highlighting risks and performance metrics.
- Bridge the gap between technical teams and business stakeholders to ensure operational realities align with strategic goals.
Preferred Qualifications:
Required Qualifications
- Experience: 3-5+ years of experience in operations or service delivery, preferably within a managed services environment. Leadership experience is mandatory.
- Education: Bachelor’s degree in Business, Operations, Engineering, IT, or a related field.
- Technical Knowledge: Familiarity with ITIL standards, ISO frameworks, and operational excellence tools (Lean / Six Sigma).
- Skills: Strong financial awareness for budget management and an analytical mindset for data-driven decision-making.
- Capability: Proven ability to manage high-pressure situations, escalations, and complex stakeholder relationships.
For this role, you will find success through operational rigour, a refusal to accept mediocrity, and the ability to turn chaotic inputs into structured, reliable outputs. We are looking for a builder who values stability as much as speed.