Service Delivery Manager

12-14 Years

Job Description

Roles And Responsibilities

Service Delivery / Program Management:

Formal Kick off and onboarding of new programs.
Drive end to end Delivery of Services to all customers for the Region – planning phase to BAU Operations.
Delivery Health - All 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:

Review and monitor delivery performance metrics and ensure Service Levels are always met publish delivery performance and metrics (daily, weekly, monthly).
Participate and drive Weekly, Monthly and Quarterly Reviews with customer.
Service & Process Improvements.
Assess customer feedback and use the expertise to establish, improve, and refine services.

Escalation Management:

IT Operations and Service Operations.
Address all escalations with direct supervision and stakeholder management.
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 / reviewing SOW, Project Plan, participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, Project cost/Effort tracker.
Decide on the criteria used to judge 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 team, professional trainers and vendors for specialized and customized programs.
Compilation of Feedbacks of trainings and submission of reports on training impacts.
Pro-actively report to senior management on all technical/operational issues relevant to their area of responsibility
Manage team performance, productivity, motivation, mentorship and conflicts
Flexibility to work in work hours [USA (CST/PST) / EMEA]

Skills Required

Should possess outstanding working experience of at least 12+ years with 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 ability to carry out multiple and intricate tasks.
Strong leadership skills and ability to perform a wide range of duties
Good Communication and Presentation skills
Global Customer handling experience
Strong inter-personal skills, teamwork, self-drive and result oriented approach