Delivery Lead - Service Manager Acuity Knowledge Partners

7.0 - 8.0 years

13 - 17 Lacs

Gurugram

Work from Office

The Service Manager is responsible for the overall service delivery of the overnight application support team. This includes overseeing day-to-day operations, ensuring services meet client's Service Level Agreements (SLAs), managing the support team, and providing regular performance reporting. Desired Skills and experience Demonstrable experience in IT service management and delivery, particularly for application support. Proven experience leading and managing technical support teams, ideally in an offshore context. Strong understanding of ITIL principles, SLAs, and operational metrics. Excellent reporting, analytical, and communication skills (verbal and written). Ability to thrive in a fast-paced, high-pressure environment. Experience in Fixed Income Markets is highly desirable. Proficiency in using service management tools and software. Strong problem-solving skills and the ability to make decisions under pressure. Ability to build and maintain strong client relationships. Flexibility to adapt to changing client needs and industry trends. Key Responsibilities Oversee and manage the day-to-day operations of the 5-member offshore overnight application support team. Ensure all support services are delivered in line with client's service level requirements and quality standards. Provide regular, comprehensive reporting to the client on service delivery metrics, team performance, and incident trends. Act as an escalation point for service-related issues from the support team. Mentor and guide the support engineers. Develop and implement strategies to improve service delivery and operational efficiency. Monitor and manage the performance of the support team, providing feedback and conducting performance reviews. Collaborate with other departments to ensure seamless service integration and support. Identify and address potential risks and issues that could impact service delivery. Drive continuous improvement initiatives to enhance service quality and client satisfaction.

Posted 23 hours ago

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