Microland - Service Delivery Manager

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 appropriate persons.

Operations Management :

- Operations Program Management, Process Management, Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository, 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, Metrics and Dashboards, 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 weeks 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 :

LA criterion :

- Inputs from audit process results

- Criticality & stability of services

- 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 ope-rationalize improvements needed for the specific process to retain six-sigma levels of performance, Record of ope-rationalized 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, updating and sign off cost sheet for the program, 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 repartees, 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.