Service Delivery Manager
General Brief :
- Responsible for managing service delivery for (EUS) end user support for Domestic Clients
- Responsible for Mutilple client delivery with a span of 80-100 resources
- The support scope would be mix of deskside and remote
- Responsible for managing but not limited to the below
Operations Management :
- Operations - 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
- Contracting and subcontracting engagements
Transition :
- Transition activities include, Takeover New services and 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
Desired Skills and Experience :
- Any graduate with 8-12 yrs in service delivery in (EUS) end user support
- Prior experience in Service Delivery and Program Management in the IT Infrastructure/Managed Services Space is a must
- Should have managed a team of 80-100 + resources for deskside & remote in multi customer environment
- PMP, ITIL and Related Quality certifications preferred.
- Domestic client engagement is a must
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