Service Delivery Manager

Company Overview

Roles And Responsibilities

• Service Delivery / Program Management:
• Drive end to end Delivery of Services to all customers for the Regionplanning phase to BAU Operations.
• Formal kickoff and onboarding of new programs
• Delivery HealthAll Metrics to Stay Green: Ensure all delivery parameters stay green for all programs
• CSAT: Achieve highest level of customer satisfaction
• Stakeholder Management: Manage customer expectations and maintain positive relationships with customers
• Account Growth & Revenue Recognition: Drive Account Growth as per the yearly target (delivery-led Sales)
• Service Delivery Governance & Reporting
• Participate and drive Monthly and Weekly Reviews with the customer.
• Review and monitor delivery performance metrics and ensure Service Levels are always met
• Publish delivery performance and metrics (daily, weekly, monthly)
• Service & Process Improvements
• Assess customer feedback and use the expertise to establish, improve, and refine services
• Escalation Management
• Address all escalations with direct supervision and stakeholder management
• IT Operations and Service Operations
• Vendor Management
• Systems Development/Implementation & Support
• Transition/Transformation Management
• Project Initiation, Project Planning & Project Execution
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service
• Talent Development/Team Collaboration and Management/People Management, Resource planning
• Involved in preparing SOW, project plan, participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, schedules, tracking status, and project cost/effort tracker.
• Decide on the criteria used to judge the learner's performance and development assessment instruments.
• Maintain project documentation and course folders, SLA, and PMS.
• Budgeting, planning, and execution of time-framed activities.
• Provide platforms and activities that enhance the last-mile learning process.
• Handling creative teams, professional trainers, and vendors for specialized and customized programs.
• Compilation of feedback on trainings and submission of reports on training impacts.
• Pro-actively report to senior management on all technical issues relevant to their area of responsibility
  

Skills Required:

• Should possess an outstanding working experience of at least 10 years with a bachelor's or master's degree in Computer Science / IT or other affiliated courses.
• Strong background in Field Service Delivery and other IT Infra services
• Should have sufficient organizational skills and the ability to carry out multiple and intricate tasks.
• Strong leadership skills and ability to perform a wide range of duties