Jobs

Interviews
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home

Jobs

Home
>
Jobs in Pune
>
Apex Group
>
Service Delivery Manager

Service Delivery Manager

Name: Jobpe
Address: T-Hub, Plot No 1/C, Sy No 83/1, Raidurgam panmaktha, Knowledge City Rd, Hyderabad, Telangana, 500081, IN
Telephone: +91-83339-09630
Price range: Free

Apex Group

3 - 8 years

11 - 12 Lacs

Pune

Posted:Just now| Platform:

Apply

Skills Required

Change management ISO WAN Service delivery management Workflow Incident management IT operations Monitoring Recruitment Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your career with us should reflect your energy and passion.

That s why, at Apex Group, we will do more than simply empower you. We will work to supercharge your unique skills and experience.

Take the lead and we ll give you the support you need to be at the top of your game. And we offer you the freedom to be a positive disrupter and turn big ideas into bold, industry-changing realities.

For our business, for clients, and for you

Service Delivery Management:

Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA) and Operational Level Agreements (OLA)
Owner of all Service Desk Processes (Incident, Problem Change etc.), amend and create new processes where appropriate
Own the Major Incident Management Process and align all stakeholders as appropriate to drive the resolution to SLA keeping all stakeholders informed of progress through regular communications during the lifecycle of the service event
Manage the service desk tool (s), enhance and innovate where appropriate;
Deliver the service in line with the project budget;
Maintain, monitor and improve services;
Liaison to customer for escalations and service quality;
Identify project risks and issues, maintain risk register, and issues logs;
Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery.

Operations Management:

Overall responsibility for the IT operations and daily maintenance duties;
Ensure that all operational procedures are executed;
Responsibility for the testing and monitoring of all DR procedures.

Reporting:

Ensure customer satisfaction levels are maintained;
Focus on internal OLA s and interdepartmental reports
Report on KPI s and SLA achievements, on daily, weekly, and monthly intervals where appropriate;
Major incident reporting;
Provide input/analysis on Staff Performance
Maintain & monitor customer satisfaction levels;
Present monthly service reviews to CIO;
Responsible for Customer Satisfaction (CSAT) survey;

Change/Problem Management:

Coordinate activities for Change and Problem Management;
Ensure tools updated with relevant information;
Control workflow of problems and changes;

Vendor Management

Management of local and global suppliers;
Develop and maintain professional / trustworthy relationships with vendors;
Negotiate pricing and contract reductions where appropriate;
Complete vendor assessment forms;
Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.

Compliance

Ensure project documentation is up to date (e.g. SOHB, ISO processes, etc);
Configuration changes as required (e.g. Categories, accounts, escalations, notifications, assets, forms, etc);
Own processes and ensure customer requirements are met (Infosec, compliance, etc).
Ensure the adoption of Apex Processes and procedures across the acquired company, in line with the timelines of the transition project;
Support client audits with documentation and audit responses in relation to IT questions.

Competencies/Experience:

3rd Level Degree in IT Discipline or similar;
3+ years in a management/leadership role delivering service against SLAs or agreed targets;
Strong leadership and influencing capabilities;
Good presentation skills and Communication skills;
Good documentation skills;
PM certification desirable;
Experience with OLA s, managing internal customers.
Experience in working with business auditors and the associated documentation
Experience with managing vendors, and budgets
Experience leading an IT team either in Supervisor, Team Lead or Manager role;
ITIL Certified v3 with experience in an ITIL environment,
Experience with Incident/Problem/Change management processes, experience in outsourced IT preferable, technical background in infrastructure required.

More Jobs at Apex Group

Market Data Support Manager

Bengaluru

3 - 7 yrs

INR 5 - 9 Lacs

Operations Manager -Loan Admin

Bengaluru

4 - 8 yrs

INR 3 - 7 Lacs

Supervisor - Fund Accounting

Kolkata

2 - 5 yrs

INR 1 - 5 Lacs

Supervisor - Fund Integration

Mumbai, Bengaluru, Hyderabad

2 - 6 yrs

INR 5 - 8 Lacs

Analyst - Middle Office

Mumbai

2 - 5 yrs

INR 4 - 8 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Change Management Interview Now

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Apex Group

Financial Services

London

Over 5,000 Employees

1237 Jobs

Key People

Peter Hughes

Founder and CEO
John B. McCarthy

Chief Financial Officer
Lillian Wong

Head of Corporate Development

Login to

Please Verify Your Phone or Email

Confirm Action

Search

Profile

Upskill and Grow with AI

Service Delivery Manager