Manager - Service Delivery - Information Technology

Service Delivery Manager

Key Responsibilities:

Key Job Description of the Service Delivery Manager would be:

- Responsible for end-to-end management of Production support for a portfolio of customers

- Be the go-to person for solutioning, RFP and for managing production support for customers

- Drive thought leadership for next gen support processes in an Agile, automation first environment, define best practices and knowledge management protocols

- Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently.

- Identify customer issues proactively, drive RCA reactively and maintain an excellent relationship with end-users and stakeholders

- Provide up to date management reporting on regular basis to internal and external stakeholders

Required Skills, Competencies & Experience:

- 12 to 18 years of IT experience with 6+ years of working in a playing role as Service Delivery Manager for large customer or multiple mid-sized customers.

- Experience in various SDM areas as below:

- Service Management - Managing Prod environment, incident / ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management

- Performance and Quality Management

- Define process around performance management on production environment, regular reporting on performance / quality with internal / external stakeholders.

- Proficiency in leading both physical and virtual teams along with 3 rd party vendors, exceptional knowledge in Agile delivery principle, solid resource planning and problem-solving skills,

- People Management - Managing team morale and building a high energy, high performance team. Plan and execute people rotation, training, and mentoring