Duties and responsibilities :

• Is responsible for managing the overall seamless integration of IT services, managing the entire lifecycle from planning and implementation to ongoing support and optimization including maintaining service level agreements, ensuring service quality, and managing client relationships. 
• Developing and implementing IT service delivery strategies and processes to optimize service quality and efficiency.
• Monitoring and analyzing service performance metrics, identifying areas for improvement, and implementing corrective actions.
• Collaborating with cross-functional teams to ensure seamless service delivery.
• Managing and prioritizing service requests, incidents, and problem resolutions to meet SLAs and customer expectations.
• Conducting regular service reviews and risk assessments to identify potential issues and mitigate risks.
• Developing and maintaining comprehensive service catalogs, documentation, and knowledge bases.
• Coordinating and managing vendor relationships, contracts, and service level agreements (SLAs).
• Developing and implementing IT service continuity and disaster recovery plans to ensure business continuity.
• Communicating effectively with stakeholders, providing regular updates on service performance and addressing concerns.
• Leading and mentoring IT service delivery teams, fostering a customer-centric culture and promoting best practices.