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Acuity Knowledge Partners
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Delivery Lead - Service Manager

Delivery Lead - Service Manager

Acuity Knowledge Partners

7 - 8 years

13 - 17 Lacs

Gurugram

Posted:3 months ago| Platform:

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Skills Required

analytical service management itil processes communication skillsmetrics slas reporting

Work Mode

Work from Office

Job Type

Full Time

Job Description

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.

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Acuity Knowledge Partners

Financial Services

London United Kingdom

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Delivery Lead - Service Manager