- PF & Gratuity included
- Medical benefits included
About Our Client
The hiring organisation is a large organisation in the FMCG sector, recognised for its commitment to innovation and delivering high-quality products. It operates in a fast-paced environment with a focus on leveraging technology to enhance business outcomes.
Job Description
Location- Hyderabad
Mode- HybridMAIN RESPONSABILITIES
- Oversee the end-to-end delivery, ensuring alignment with business objectives and regulatory requirements.
- Act as the primary point of contact for Modern Workplace domain, managing both internal teams and external partners/vendors.
- Monitor and report on service performance, ensuring agreed-upon KPIs and SLAs are met or exceeded.
- Drive service improvements, incident resolution, and root cause analysis for service disruptions.
- Manage stakeholder communication, expectations, and satisfaction regarding Modern Workplace Products and Services.
- Ensure compliance with security standards, policies, and best practices.
KEY ACTIVITIES & TASKS
- Coordinate daily operations, including user provisioning, de-provisioning, and access reviews.
- Track and report on service metrics, preparing regular dashboards and executive reports.
- Lead incident and problem management processes related to Modern Workplace Domain.
- Collaborate with IT, security, and business teams to understand requirements and deliver enhancements.
- Manage relationships with external service providers (e.g.,, SaaS vendors), including contract and performance management.
- Support audits and compliance activities by providing necessary documentation and evidence.
- Identify and implement process improvements to optimize service delivery and user experience.
- Facilitate training and awareness sessions, processes and tools for end-users and stakeholders.
- Responsible for support, process compliance, documentation, CMDB, and quality of service (SLA)
- Coordinates various teams of experts in incident resolution. Manages escalations, crises, and exceptional situations.
- Maintains and develops customer relationships
- Integrates new services
Profile Requirements
Technical Competencies
- Bachelor's or Master's degree in Computer Science, Information Technology, or related field.
- Proven 10 years experience in IT service delivery or service management, preferably in Modern Workplace solutions.
- 3+ years of hand-on-experience with SDM role.
- Certification ITIL, particularly in service delivery and incident/problem management.
- Ability to interpret and analyze service metrics and KPIs.
- Service-now skills
Professional Competencies & skills
- Strong project management and organizational skills.
- Excellent communication and stakeholder management abilities.
- Analytical and problem-solving mindset, with a focus on root cause analysis and continuous improvement.
- Ability to manage multiple priorities and work effectively under pressure.
- Customer-oriented attitude with a commitment to delivering high-quality services.
- Excellent knowledge of human resources
- Fluent in English (additional languages are a plus).
- Attention to detail, security mindset, autonomy, synthesis capabilities, proactive and solution oriented
The Successful Applicant
A successful Service Delivery Manager - Modern Workplace should have:
- A strong understanding of IT service delivery and modern workplace technologies.
- Experience working within the FMCG sector or similar industries.
- Proven ability to manage projects and deliver results in a fast-paced environment.
- Expertise in stakeholder management and effective communication skills.
- A proactive approach to problem-solving and decision-making.
- Relevant educational qualifications in technology or a related field.
Location- Hyderabad
Mode- Hybrid
What's On Offer
- Competitive salary
- Opportunities to work with a large organisation in the FMCG sector.
- Exposure to cutting-edge modern workplace technologies.
- Collaborative and innovative work environment.
- Temporary position with possibilities for growth and learning.
Contact: Anwesha Banerjee
Quote job ref: JN-012026-6936233
