Compass Group - Service Delivery Manager

If Food or anything Food excites you then this is the place to be!! Come be a part of the world's largest food services company and see the magic happen. A British MNC present in over 45 countries worldwide.

Churning out over 3 lakhs meals a day, in India, Compass Group is proud to be associated with over 450 clients across 45 Indian Cities.

Roles and Responsibilities :

- Ownership of the end-to-end solution support design, deployment and maintenance for Matrix solution

- Provide the strategic direction of support solution working closely with key stakeholders

- Working with programme teams, support teams and 3rd parties to manage the ongoing delivery of support and transition from programme to BAU

- Define solutions that are fit for purpose in terms of strategic alignment, quality, cost and time

- Provide input and interface into the overarching Matrix programme

- Support and mentor the wider support solutions teams in delivering joined up end to end solutions providing guidance and best practice where necessary

- Ensure all of the components of a solution are considered and aligned including; functional and non-functional design, integration, infrastructure, security and service transition

- Drive robust and transparent support solutions aligned to delivering outstanding service and meeting KITC (Key IT Controls)

- Robust end to end solutions that align all technology components in the process

- Manage escalations necessary to ensure solution integrity and efficiency, and ensure senior management is aware of significant issues or opportunities

- Design and Maintain support processes in a Multi-system, multi-client Landscape that facilitates BAU support and ongoing Programme Roll-out

- Provide governance support to in-market IT teams for support management

- Working closely with other control owners (SoD, Audit, IT, Programme)

- Define and manage the internal service level agreement between the central matrix solution and its customer markets.

- Establishing and continually improving a set of Service management metrics including, incident resolution, system availability, response times, etc)

- Defining the overall production support model, including ITSM tooling, support and resolver groups, priority definitions and escalation paths