Banking Program Manager

As a Service Delivery Manager at our organization, you will play a crucial role in overseeing and managing service delivery operations in Bangalore/Pune, India. Your primary responsibility will be to ensure the adherence to SLAs and maintain strong client relationships, while driving continuous improvements in service quality and operational efficiency. You will be responsible for overseeing the end-to-end service delivery for application support, which includes enhancements and various levels of support such as L1, L2, and L3. It will be essential for you to strictly adhere to SLAs, particularly the P1-P4 ticketing structure, and fulfill service commitments. You will also lead and scale up L1, L2, and L3 support teams, initially starting with 5 to 6 members. Additionally, collaborating with the onshore Service Delivery Manager (SDM) will be crucial for seamless coordination. Your role will involve developing and implementing best practices for governance, incident management, knowledge management, and performance monitoring. You will utilize tools such as JIRA, Site24x7, and dashboards for effective monitoring and reporting. Furthermore, you will be expected to drive automation and innovation by recommending and implementing appropriate tools and processes to enhance service efficiency. To excel in this role, you should possess around 10 years of experience in IT Service Delivery Management, preferably in the banking domain. Hands-on experience with JIRA Service Management, AWS, and monitoring tools is essential. A strong understanding of microservices, DevOps, and cloud-native applications is required, along with experience in managing both desktop and mobile applications. An ITIL certification would be preferred. If you are a results-driven professional who is passionate about delivering high-quality service and operational excellence, we encourage you to apply and become a valuable part of our dynamic team. Please share your profile at nikhil.kumar@krtrimaiq.ai.,