Service Delivery manager

Job Description

Profile Manager Job description : Role Description A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets. Role & responsibilities : - Single Point of Contact SPOC for Technology with respect to Operations. - Primarily client/user facing - Building a personal relationship with both internal & external clients - Support business operations to meet Technology SLA across centres/clients handled. - Monitoring overall performance of services - Track and Maintain Client SLA (Internal & External) - Building service reports - Identifying the reporting requirements - Ensure timeliness and accuracy of SLA, uptime and call Analysis reports - Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients) - Managing customer expectations Weekly/monthly conference calls with on all areas of technology support functions. - Would be responsible for technology and systems availability, technical SLA management with internal/external clients, Developing of IT service continuity plans with SMEs - Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions. - Work with Incident Management team and respective other departments for faster restoration of services - Good communication around issues and opportunities get things done, make things happen - Manage Customer VOC w.r.t Technology - Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed. - Ensure all established processes are being practiced for operations interfacing with technology and support desk. - Building Service improvement plans - Work with Support managers to build capacity plans - Understand the client technology solution and find areas of improvements - Removing all obstacles to customer satisfaction and / or financial performance - Working in a typical ITIL/ISO20000 frame work - Vendor/3rd party management responsibilities - Communicating across organizational boundaries from engineers through to senior managers - Looking out for clients and FSLs long-term interests - Collaborating with senior management on client account management and growth Apply Save Save Pro Insights Location - Bhopal,MP,Kerala,Cochin,Kochi,Trivandrum,Thiruvananthapuram,Bengaluru