Associate Director - Infrastructure Service Delivery - IT

Job Description :

Hiring a Service Delivery Manager for one of our client in Mumbai/Bangalore.

- Lead ODM for new account. The Lead Operations Delivery Manager is accountable for delivering the run services towards a client.

Brief responsibilities across various areas are as follow Delivery Management :

- Deliver services according to SLA - Day-to-day management of all service delivery activities

- Ensure consistency of delivery approach; consistent with SL strategy

- Manage Major Incidents / client alerts

- Develop, maintain & own Service Quality Plan/Service Improvement Plan

- Transition-to-run sign-off

- Drive the identification of operational cost & efficiency savings

- Supplier & third party management SLA services

- Promote new service propositions to improve or extend the services to the client Contract

- SLA Contract obligations

- Review and update SLA; impact assessment of contract changes on service provision Financial Management

- Achieve productivity & cost efficiency savings

- Prepare SLA work orders/changes quotes (content & costing)

- Maintain unit costing volume, accurate forecasting and charging data (#work units/service requests/changes)

- Identify SLA upsell opportunities

- Client Reporting

- Maintain SLA R&I log and follow

- Up actions aimed at reducing risks to service and service credits

- Resolution of operational issues arising from client disputes

- SLA Reporting to the client