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IT & Systems

Job Code

1525686

Service Delivery Manager

20 - 30 Years.Bangalore
Posted 2 months ago
Posted 2 months ago

Job Title: Service Delivery Manager (SDM)

Location: Banglaore

Job Description: We are seeking an experienced Service Delivery Manager (SDM) to lead the management and delivery of IT services within our manufacturing organization. The ideal candidate will be responsible for overseeing the operational aspects of IT services, ensuring customer satisfaction, and maintaining high levels of service efficiency, quality, and cost-effectiveness. This role will act as the primary point of contact for customers, managing service delivery and incident recovery processes, as well as driving continual service improvements.

Responsibilities:

- Manage and optimize IT services and support processes to meet customer needs while ensuring efficiency, quality, and cost-effectiveness.

- Act as the primary point of contact for customers, addressing inquiries, concerns, and service-related issues.

- Oversee Incident and Problem Management processes, reducing ticket volumes and ensuring prompt resolution.

- Lead server onboarding/offboarding, asset management, and risk management initiatives.

- Ensure timely service delivery, meeting SLAs, KPIs, and contractual obligations.

- Review and report service performance, including KPIs and SLAs, to senior leadership and customers.

- Drive continual improvement in service measures, reporting, and customer satisfaction.

- Manage P&L and resource allocation effectively to meet service demands.

- Ensure automation in service delivery processes.

- Lead and motivate a diverse team of up to 100 onshore and offshore employees.

- Foster employee retention, training, and career development, from L1 to L3 level.

- Participate in monthly reviews, audits, and governance meetings.

Qualifications:

- Minimum of 22 years of experience, with at least 10 years in IT Outsourcing, preferably from a Tier 1 service provider.

- Bachelor's degree in Engineering or a related field.

- Strong expertise in IT Service Delivery, Incident Recovery, Problem Management, and Risk Management.

- Experience in managing customer relationships and addressing service-related inquiries.

- Proven ability to meet SLAs, KPIs, and contractual goals.

- Excellent leadership skills with experience managing large teams (up to 100 members).

- Strong written and oral communication skills in English.

- Experience in the manufacturing industry is preferred, particularly with companies like Accenture or TCS.

Skills:

- IT Service Delivery Management

- Incident Recovery & Problem Management

- Customer Relationship Management

- Risk & Asset Management

- SLA & KPI Management

- Team Leadership & Development

- P&L Responsibility

- Strong Communication Skills

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