Description and Requirements
Role Description -
An IT Service Delivery Manager is responsible for ensuring that IT services are delivered to business users and customers effectively, efficiently, and in line with agreed service levels. The role acts as a bridge between business stakeholders, customers, IT operations teams, vendors, and support functions to ensure high-quality service delivery and continuous improvement.
Job responsibilities.
- Manage the Teams working for Desktop Support, Server Support, Network support, Asset Support and Telecom support.
- Responsible for Change, Incident, Problem, Configuration, Service Desk & Release Management.
- Monitoring and Analyzing the Calls logged with the Helpdesk and ensure that Transactions are followed as per Quality Norms.
- User satisfaction surveys & feedback and plan for deviations or corrective action.
- Ensure Wing to Wing resolution of incidents within SLA, handle Critical issues, provide feedback to Managers and work with customer IT and Managers.
- Ensure that service delivery takes place based on the Service level agreements.
- Planning and scheduling Meetings with the Customers on day to day Operations. Involve in the Day-to-Day Operations.
- Develop and sustain excellent customer relationship through deep engagement and delivering continuous value by meeting customer expectations and handling issues.
- Coordinate with multiple hand support teams for escalated issues and participate in con-calls and Bridge-calls from remote support groups.
- Adhering and directing teams towards SOW and SLA and addressing escalations from various business processes.
- Identifying training needs and improvement needs in processes, procedures & utilization.
- Prepare and Coordinate shift roasters, conduct team meetings, track & analyze Performance of all the Engineers.
- Manpower backup planning to ensure right resources availability.
- Prepare & document various Reports in compliance to Process and Productivity.
- Participate and conduct Internal Process Audits & Process Reviews for ensuring strict adherence to the Process Parameters/Systems
Experience / Qualification:
- 7-12 years of relevant experience
- B.E/B.Tech is mandatory
- Good written and verbal communication
- This role requires 6 days work week.
