SDL - Service Management - IT Outsourcing Infrastructure

Service Delivery Leader for Service Management

Location: Gurgaon

- Looking for a Delivery Service Management Leaders who have experience in managing end to end Service Management of complex programs for the India based offshore delivery centers.

- Looking for professionals who have technical expertise on IT Outsourcing Infrastructure off-shore delivery service management. This position is a key leadership role and will require experience in client management, good communication, problem, incident, change, capacity & release management skills including:

Day-to-day run management responsibilities:

- Owns/Manages User Service Request Process

- Owns/Manages User Service Restoration Process

- Tracks various queues and adjusts efforts based on demand

- Drives operational continuous improvement

- Tracks appropriate queues

- Assigns work within the team so that individual teams will drive progress

- Tracks progress/completion through normal status reporting

- Provides status for User Service Request Process to Leadership Team; including day-to-day status and continuous improvement efforts. User Service Request (Exception Case)

- SLA & KPI Management and reporting

- Provides status directly to IT Outsourcing Lead and Leadership

- Provides inputs into any needed re-prioritization decisions

- Takes direct ownership of escalated Service Restoration Request

Minimum Skill Requirement:

- Ability to analyze and design service management processes

- Develop requirements based on input gathered

- IT Service Management framework components

- Translate high level business drivers into functional or technical requirements

- Develop test conditions and expected results based on the technical and functional requirements

- Review project deliverables

- Identify, clarify, and resolve issues and risks, escalating them as needed.

- Hands on experience of Change Management, Capacity Management, Stakeholder Management

- SLA Management: Facilitate SLA governance process including reporting and tracking of SLA performance, escalation in the event of potential SLA misses, and RCA analysis and remediation in the event of missed SLAs.

- Experience in Reporting and Continuous Service Improvement (CSI)

- Must have solid experience working with MS Word, Excel, Project, Power Point

- Strong understanding of ITIL and Quality Processes

Should have manager Team of Min 50 people.