Service Delivery Manager

Role : Service Delivery Manager

Location - Greater Noida

Work Mode: Work from office

Shift - EST

Roles & Responsibilities

• Experience 10 to 15 Years of managing End user services for US Customers
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• 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
• Analysing third-party as well as internal processes, and creating strategies for service delivery optimization Performance and Quality Management
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• 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
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Technical Perception
• Supervising desktop management teams to facilitate continual improvements in the desktop environment
• Collaborating with technical design teams to set standards for software, hardware, and security
• Making sure that anti-virus updates and patches are applied effectively and promptly
• Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles Meeting Support
• Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
• Educating departmental staff on the effective use of conference room technology Service Delivery Manager Skills
• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management