IT&D Manager, Service Delivery

Reckitt
Hyderabad
Workplace: OnsiteFull timeFunction: Transportation & Fleet OperationsSkills: ["Stakeholder management","Governance","Continual improvement","Risk management","Supplier management"]

Own end-to-end IT service delivery and operational performance for applications and services across an assigned business capability stream in an outsourced, SIAM-style operating model. Serve as the primary business-facing service owner, orchestrating internal teams and multiple suppliers to deliver stable, resilient, secure services aligned to SLAs, XLAs, KPIs, and contractual commitments. Govern service performance, incidents/major incidents, problem management, change/release transitions, risk/compliance, and continual improvement using data and ServiceNow ITSM capabilities.

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Reckitt
Reckitt
1 month ago

IT&D Manager, Service Delivery

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Closed

Job Summary

Own end-to-end IT service delivery and operational performance for applications and services across an assigned business capability stream in an outsourced, SIAM-style operating model. Serve as the primary business-facing service owner, orchestrating internal teams and multiple suppliers to deliver stable, resilient, secure services aligned to SLAs, XLAs, KPIs, and contractual commitments. Govern service performance, incidents/major incidents, problem management, change/release transitions, risk/compliance, and continual improvement using data and ServiceNow ITSM capabilities.
Location: Hyderabad
Workplace: Onsite
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Manager level

Key Responsibilities

  • •Own end-to-end operational performance for applications and services within the assigned capability stream, ensuring integrated end-to-end value delivery.
  • •Lead SIAM-oriented orchestration of managed service providers, SaaS vendors, and system integrators, including RACI and supplier outcome accountability.
  • •Define, manage, and continuously improve SLAs, XLAs, and KPIs, ensuring transparent reporting on business impact, stability, user experience, and root-cause trends.
  • •Manage incident, major incident, and problem management across suppliers, driving permanent fixes and eliminating recurring issues.
  • •Govern service transition, change, and release oversight, including readiness activities like runbooks, monitoring/alerting, knowledge transfer, and service desk enablement.

Pay and Benefits

Perks:Parental LeaveLife InsuranceEap

Key Requirements

  • •Proven experience leading IT service delivery in an outsourced or SIAM-based environment.
  • •Strong expertise in ITIL-based service management across incident, problem, change, service transition, and service level management.
  • •Demonstrated ability to manage multiple suppliers and drive end-to-end service outcomes.
  • •Experience supporting large-scale enterprise platforms such as SAP, Siebel, SuccessFactors, Oracle, Salesforce, or PLM.
  • •Deep hands-on experience with ServiceNow for IT service management, including ITSM workflows, SLAs/XLAs, dashboards/reporting, and CMDB/service mapping.
Experience:Outsourced servicesSIAMEnterprise platformsIT service managementServiceNow
Skills:Stakeholder managementGovernanceContinual improvementRisk managementSupplier management
Tech Stack:ITILSIAMSLAsXLAsKPIsServiceNowITSMCMDBAIOpsSAPSiebelSuccessFactorsOracleSalesforcePLMSaaSSystem integrators

Company Brief

Reckitt
Global consumer goods company producing health, hygiene, and home products across well-known brands. Operates in multiple markets offering over-the-counter health, personal care, and household cleaning products to consumers worldwide.
Industry: FMCG
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Slough, United Kingdom
Founded: 1999
WebsiteLinkedIn