Service Desk – Delivery Manager

3-12 years
a month ago 15 Applied
Job Description

Skill Service Desk Delivery Manager

Level AD Level (18+ Yrs)

Location Bangalore

Notice Period Short Joiners only

Please refer to the below JD:

Location Bangalore India

Position Description Service Desk Delivery Manager IT Infrastructure Services.

Qualification Graduate / postgraduate in any discipline with solid experience in Infrastructure Management Services Delivery Management.

Roles & Responsibilities

  • Program Management Lead a large team to provide Single point ownership for Delivery & Operations of Service Desks in the area of Remote IT Infrastructure Delivery Management Services
  • Work closely with resourcing team to manage the resource fulfillment process needed to run the delivery operation well and to avoid revenue loss.
  • Responsible for running an ITIL compliant operation and enforcing security and compliance requirements of Cognizant and customer.
  • Client Interaction and Management
  • Own team review meetings, Meet & exceed committed Service Levels, identify improvement plans and track it till closure.
  • Responsible for performance, cost, scope, schedule, quality, and appropriate business measurements for a Vertical/Engagement
  • Responsible for the financial parameters of the area she/he runs through Customer Profitability, cost of delivery initiatives, pyramid management, people rotation, ELT absorption program, managing operations costs like shift ratio, transport cost.
  • Implement performance standards and measurements established by Operations Maturity (Quality) team to manage ongoing service delivery and attain delivery efficiency.
  • Manage issues and risks.
  • Responsible for targeted customer satisfaction
  • Own Service Management processes, tools and disciplines and ensure they are applied in all aspects of contract delivery.
  • Responsible for people management with specific reference to managing the growth and development of the people working in the team.
  • Participate in organizational activities like recruitment.
  • Own and drive people management processes including career planning, training and certification, rewards and recognition and employee engagement.
  • Participate in the solution development phase of new bid life cycle.
  • Ideate and drive transformations and continuous improvements

Experience (No of years)

Minimum 12+yrs having worked in IT Support / Customer Service environments/ Technical support in Call Centers etc of which at least 3 years should be as Service Desk Operations / Delivery Manager for IT Infrastructure Management Services of a large sized account in a 24*7 environment.

Overseas Experience Desirable

Desired Skills 1. Excellent Business communication skills and customer management experience to handle global clients.

  • Work experience with clients outside Philippines or in onsite roles.
  • Strong knowledge of operations, service delivery in the Service Desk space
  • Willing to work in 24x7 environment.
  • Good understanding of Computers and Trouble shooting
  • Understanding of IM delivery policies and strategies, as well as financial, human resource, and contractual policies and strategies which influence IM Outsourcing technical solution development.
  • Knowledge of the competition -- the companies, their products/services, strategies, and directions
  • ITIL, 6Sigma, Lean certifications (preferred)
  • ITIL Foundation certification and awareness of ISO20000 service management standard would be added advantage

Technical Skill 1. Exposure to Service Desk Tools eg. CRM, Remote support, KM, automation, Analytics, WFM etc

  • Handling High Severity Cases and experience in Escalation management
  • Good Analytical, coordination is essential.
  • Prior experience in leading an IT Service Desk project with a team size of 100+ team members.
  • Prior experience of having Solutioned a new Service Desk opportunity or having Lead Transitions in an Enterprise IT Outsourced environment

Management Skills

  • Excellent skills in written and verbal communication.
  • Skills in having worked with global clients.
  • 8+ years of mgmt. experience in leading IT Service desk teams
  • Excellent Soft skill, Communications skills (Voice & Email) to handle global Clients.
  • Skills in team building and mentoring.
  • Skills in conducting complex technical negotiations, reaching lasting agreements and commitments with team members, customers or consultants.

Mandatory Skills

  • Excellent Client management experience
  • Strong People management skills
  • Strong knowledge on operations/service delivery and ability to manage critical situations with minimum supervision.
  • Willing to work in 24x7 environment.
  • Excellent Analytical, coordination and communication and technical skills are essential.
  • Prior experience in leading an IT Service Desk project with a team size of 100+ team members.
  • Familiarity of ITIL, ISO 20000 and six sigma implementations on IT Service Desk projects.
  • Excellent Quality of Delivery, People On boarding and Management, Mentoring and Leadership skills
  • Project Financial & Profitability Management
  • Ability to recognize and articulate complex problems related to the project / segment of the project or function.
  • Creativity and judgment in development of multiple solutions related to project objectives utilizing recognized project management techniques.
  • Ability to recognize difficulties with and, if required, challenge the validity of given procedures and processes with a view toward enhancement or improvement.
  • Ability to analyze problems and create solutions involving finance, scheduling, technology, methodology, tools and solution components.

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