Service Delivery Manager

Noventiq is hiring!

• One of the largest SI’s in India with revenue close to 700M$ and growing to 900M$.
• 3500+ Employees in India for India.
• Total 28 Offices in India across North, South, West & East.
• 1000+ Resident Engineers across India.
• 2500+ technical resources in India for India.
• Technology partnerships with Top 3 Cloud Solution Providers, Top 3 Infrastructure companies, Top 10 Cybersecurity companies.
• Enviable customer base: 4 of Top 5 Banks, 3 of Top 5 IT companies, 3 of Top 5 BPO’s, 3 of Top 5 Pharma companies.
• Largest partner to Microsoft with combined infeed of US$600M about 25% of Microsoft India revenues.
  

About You

• Bachelor’s degree in Information Technology, Computer Science, or a similar field.
• ITIL foundation (as advantage)
• 8+ years in similar position, with skills in Service Management, Process Management, Delivery Management, Service Integration Management, Escalation Management
• Written and verbal communication skills
• Teamworking skills and a collaborative approach to work.
• Ability to multitask and prioritize your workload.
  

What You ‘ll Do

• Responsible & Accountable for overall delivery operations of the Delivery Center
• Planning & implementation of process transition & migration including process mapping and documentation, estimation of staffing needs, training timeframes, escalation procedures, etc.
• Overseeing overall functioning of processes, identifying improvement areas, implementing adequate measures to maximize customer satisfaction level.
• Good knowledge and exposure on MWP.
• Own delivery of Service Reporting including, daily, weekly, and monthly Service Performance Reports (SPR’s)
• Driving People, Process & Performance management initiatives for the business
• Managing, planning and delivery of IT management services
• Overseeing ITIL Process including Service Level Management, Incident Management, Configuration Management, Risk Management, Scope Change Management, Communications Management, etc. Responsible for Implementing Incident, Problem and Change management processes for Global Clients.
• Assuring SLA compliance for user’s service requests / incidents through periodic review of pending/open tickets, daily reports, and weekly review
• Coach and mentor team with customer escalations and non-engagement; assist in problem evaluation and resolution; work directly with customers if necessary, to resolve escalated issues. Prepare appropriate status reports for delivery to customers and account management.
• Owns Management & Customer reporting, performs trend analysis to understand areas of opportunity and improvement.
• Manage all customer escalations w.r.t Quality of Support & Services
• Build trusted advisor relationship with key stakeholders within the customer organization, including the IT Directors, SVP’s & VP as well different capabilities
• People Management
• Manage L1 / L2 / L3 resources directly, handling resource allocations & setting up of communication channels across the various horizons of the organization structure.
• Responsible for establishing a team, imparting orientation, and training them; planning, organizing & controlling daily operations.
• Responsible for Staff Motivation, Performance appraisal of team members and counseling for performance and capability building in conformance with Goals & Objectives.
• Participating in hiring process & interviewing potential candidates for operations
  

What We Offer

• Insurance – Group Medical Coverage, Group Personal Accident, Group Term Life Insurance
• Rewards and Recognition Program, Employee Referral Program, Wellness Program and CSR Initiatives
• Maternity and Paternity Leaves
• Company Sponsored Certification Program
• Learning/Development Courses, Cross Skill, Mentorship and Leadership Programs
• Quarterly Performance Feedback Sessions
• Savings, Investments and Retirement Benefits
• Flexible Work Hours, Work from Home, Remote Working, Hybrid Working
• Company Onsite / Fun Events
  

Don’t forget to include your CV and cover letter. We receive a lot of applications, but we try to notice each of our potential candidates.