It Service Delivery Manager - - Implement automation workflows, SLAs, and integrations with other enterprise tools to streamline IT service management operations. Process Enhancement & Governance - Develop and refine ITSM processes aligned with industry best practices, ensuring compliance and continuous improvement across service management operations. - Collaborate with cross-functional teams to deliver scalable solutions and provide training on Freshservice usage and enhancements. Reporting & Insights Analysis - Design and implement dashboards and reports to track KPIs, SLA adherence, and service performance metrics. - Analyze trends to identify areas for improvement and optimize ticket resolution time. Innovation & Integration Development - Explore and implement new Freshservice features and third-party integrations to enhance platform capabilities. - Support initiatives around self-service, knowledge management, and AI-driven support enhancements.