Role Overview:
As a Service Delivery Manager, you'll play a pivotal role in delivering Support Services which will consist of establishing policies to ensure high service performance is maintained. Your primary responsibility will be to ensure smooth delivery of support services by meeting or beating the prescribed SLAs, monitoring employees & evaluating customer feedback for service improvement.
Key Responsibilities:
* Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
* Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
* Developing a deep understanding of projects to gain insights into the scope of service delivery
* Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
* Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
* Providing accurate and regular reports to the management on performance of the service delivery
* Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
* Motivate team members to inspire collaboration & team work. Provide clear directions to team members
* Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
* Financial planning, managing costs & defining budgets
Track service cost, revenue and billing milestones. Work with Account Manager & Programme Manager for timely invoicing and payments from customer.
Review & monitor project parameters like schedule, quality, profitability,
Utilization, productivity, scope and risks.
Communicate risks to relevant stakeholders and define mitigation plan for the identified risks.
Ensuring that all IT infrastructure, processes, tools, roles etc. are appropriate for the agreed service level targets for availability
Responsible for services and infrastructure are able to deliver the agreed capacity and performance targets in a cost effective and timely manner
Manage complaints and escalations with appropriate resolution and agreements with customer
Continually measure the performance of the service and design improvements to processes, services and infrastructure in order to increase efficiency, effectiveness, and cost effectiveness.
Build knowledge of, and encourage usage of organization-specific / industry specific tools to improve productivity and quality
Qualifications:
* Bachelor’s degree in Computer Science or a related field.
* Deep understanding of ITIL or related Service Management framework
* ITIL or equivalent certification is preferred
Personal Attributes:
1. Strong analytical and problem-solving skills.
2. Effective communication abilities to collaborate across diverse teams.
3. Excellent oral and written communication skills.
4. Adaptability to evolving technologies and industry trends.
5. Excellent organizational and time management capabilities.
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