Manager - Service Delivery - IT Infrastructure

Service Delivery Manager- IT Infrastructure

Role Profile Prepared By : Prepared On :

Basic Role Details :

Role / Job Name Program Manager Function IMS/ GTS

Designation / Job Title : Associate Service Delivery Manager/ Service Delivery Manager/Senior Service Delivery manager Grade / Level M

Team Size (direct and indirect reporting) : 11 direct - indirect - 30 Location All ML locations/ centers

Purpose of the Role :

- The PM holds the accountability across all aspects of the service delivery organization of the program

- Conceptualize, Plan, Design, Automate, Transition and Deliver Managed Services for the sigend contracts

- Responsible for SLAs, revenue maximisation with the program.

- Program manger is the first level business owner and responsible for all contractual agreements with the customer.

- Build and manage the various on-site/ off-site teams and direct all related People/ Process and Technology competencies

- Lead in the technology selection and organizational build-up efforts.

Organizational Relationships :

- Administrative Reporting to Head of Operations Direct Reportees (Administrative) Process/ Operations Leads

- Functional Reporting to NIL Direct Reportees

- (Functional) Process/ Operations Leads

Organizational Relationships :

Qualification :

- Any Degree/Diploma (10+2+3)/Bachelors in Engineering/ Technology in Computer Science/Electrical/Electronics (B.E./B.Tech/BCA/BSc)

- Prefered Masters degree in Computer Science/Electrical Engineering/Business/MCP/MCSE/CCNA/ITIL Foundation

Work Experience :

- No. of years 8.5-12.5 years

- Nature of experience 5-7 years of experience in the IT industry in implementing technological changes and processes and in program management and leading teams of 30+ Resources

Competencies / behavioral skills :

Main Responsibilities And Activities :

Responsibility Area Activities :

- List of activities performed within each responsibility area ASDM to SDM SDM to SSDM

- C- Sat Preparation of Competency levels of the team members and identify the areas of improvement

- Ensure 100% compliance to defined Operations Management support Process especially

- Root Cause Analysis, Proactive communication with customer, Closure of any open ended issues

- Identify Defect Areas and proactively carry out corrective actions

- Carry out improvement measures to improve satisfaction Index, Target CSI to be at Exceeding Expectations

- Manage critical customer interactions,Conference Calls, Bridges, Ensure escalation are triggered on time and to the appropiate persons

- Exploring and materializing new business oportunities with existing clients Should be able to do this Should be able to do this across accounts

- Operations Management Operations - Program Management

- Process Management

- Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge respsotory

- Maintain 100% technical SOP in Support central for any new type of technical issues

- Working knowledge of CRM

- Proactively initiate Process Improvements keeping in mind, Inputs from Audit Process,Best practices across industry and ITIL guidelines

- Reduction of cycle times for any process, Inputs from Customer Feedback

- Transition Transition activities include, Takeover New services and Servers

- Process & Framework, Resources, Metrcis and Dashbaords, Reviews, Audits and Performance Management, Induction frame work, Training and Skill Development for new skills

- Metrics Management Understand clearly operational definitions for all processes,Understand how we measure all critical data points in the processes,Improve any irregularities reported as a result of the Metrics Dashboards

- Always update weekly and monthly dashboards as defined

- Load, CMDB, SLA data, Billing data,

- Resource Productivity Provide additional support during ramp -up stages, Assist in training new team members, Up skill to take on additional deliverables

DRP/BCP DRP / BCP :

- Provide Data needed for BCP / DRP

- Provide Support needed for related tasks

- Ensure execution of action plan specific to project as per deadlines

Routine tasks :

- Attend weekly review meetings - week's issues, process updates,customer feedback, and critical activities in the pipeline

- Review Operational Metrics for improvement & compliance

- Provide feedback on Additional Deliverables for any additional billing or effort leading to increase in unplanned cost

- Provide 100% accurate Billing Data Monthly or One-Off as per signed off process

- Establish team structure needed to support current and new processes

- Establish R&R for all new roles prior to raising Indent

- Induction & Training on Operations Support Management

Quality Audit Result improvement :

Proactively improve the Audit Results keeping in mind the below factors :

a) SLA criterion

b) Inputs from audit process results

c) Criticality & stability of services

d) Inputs from customer feedback and escalations

Six Sigma Green belt project completion:

- Execution or participation in at least 1 green belt project a year as per committed deadlines

- Six Sigma Training: Attend and complete the GB training of 3 days

- Clear proficiency test

- 2 day QMAT training for all new Team Members

- Monthly Quality Training

- Scorecard with 100% trained six sigma certifications for the team

- Work with other GBs in this service line to operationalise improvements needed for the specific process to retain six-sigma levels of performance Must be able to do this across accounts

- Record of operationalised improvements

- Six Sigma BPMS Define and incorporate all metrics needed to manage service health under BPMS Balance Scorecard

- Financial Creation of Cost Sheet / Updating based on new project deliverables or change in SOW Must be able to do this updation and sign off cost sheet for the program Must be able to do this

- Strive to control costs - within budget and try and find means to reduce the costs and hence increase the profitability

- Ensure ways of driving costs down by reducing operational costs. Consolidation of initiatives, reduction of cycle time

- Report on initiatives and cost benefits achieved

- People Management Manage the career growth and motivate team members for higher productivity.

- Identify training opportunities for assigned group and set KRAs.Performance appraisals of reportees

- Handle team meetings and resolve people issues if any

- Technical Ability Understand the Technical needs and work along with the Team to provide Solutions

- Provide guidance to solve complex issues

- Understand the criticality and approach the right team for closing the issues.

KEY RESULT AREAS

- Perspective KRAs

- Financial Costs, budgets

- Customer Customer Satisfaction

- Process Ensuring 100 % maintenance of SOPs, Proactively improve the Audit Results, Ensure zero Non compliance with respect to Service delivery.

- People Reducing Attrition rate, Productivity, training and growth perspective, ESAT

INTERACTIONS

- Internal With whom Purpose Frequency of Interaction

- Program Manager, Team Members Operations, project reviews Daily

- Automation Automation review Weekly/ ASAW

- TTC Competency imrpovement of team ASAW

- HR Recruitment, appraisals and other people issues ASAW

- Q&P Service improvement ASAW

- External Customers Reviews as per the governance model defined ASAW

- Decision Making Authority

- Decisions Made/ Approved Decisions Recommended/ Inputs provided

- Financial Certification expense, team bldg less than Rs 5000, Certification/ team bldg beyond these levels

- Customer Activities in SOW Visits to customer premises

- Process Revise, modify, propose new operations processes; Authorize respective authorities to individuals Changes to roles, designations

- People Recruitment & Indenting, Promotions, movements, domestic travel approvals, training needs, reward & recognition, Manpower requirements for the team

Mehtab Al-Ansari.

Engagement Manager - Leadership hiring - India & Saudi Arabia.

Ascent iQ Services

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