Total IT Global - Area Service Delivery Manager - EMEA

Duties and responsibilities :

- Accountable & Responsible for all SLAs for the assigned clients as per the SOW

- Oversee and provide guidance to Transitions Team to get the project smoothly transitioned into BAU stage.

- Successful service delivery - manage service delivery SLA achievement and high level of customer satisfaction.

- Monitor overall performance of services and timelines to deliver.

- Good communication around issues and opportunities get things done, make things happen.

- Building, maintaining and analyzing service reports to address any possible delays before it occurs.

- Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments

- Incident management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts.

- Distribute service reports Daily/ Weekly/ Monthly to key internal personal and clients and raise any potential risks/issues.

- Removing all obstacles to customer satisfaction and / or financial performance.

- Communicating across organizational boundaries - from bottom to top level.

- Following up, escalating and taking action if service delivery is not meeting expectations.

- See upcoming issues proactively & be ready with the possible solutions.

- Working with the client delivery teams along with FSO teams to identify and manage service improvement activities.

- Propose any amendments/ideas to improve processes & to keep customer delight for long run.

- Develop and implement processes with client to ensure effective information flow to speed up delivery timelines.

- Ensuring operations teams are aware of changes and are prepared.

- Building a healthy professional relationship with key client team members & should connect with them on weekly / Monthly basis (call/face to face)

- Collaborating with senior management and key account manager on client account management and growth.

- Partner billing approvals, Monthly billing to client.

- Need to make sure that the attendance of all FTEs are placed in the projects is 100%.

- Make sure every assigned project has sufficient pool of backfills to cover the primary.

- Fortnightly/ Monthly connect with all the FTE.

- Make sure all the FTE meet the guidelines as per the SOW.

- SDMs to make sure that they have at least 2 succession plans readily available in case of any FTEs resignation or separation.

- Backfill succession plan should also be readily available & make sure no site stays ideal in the assigned projects

- Make sure related (Internal + External) teams are looped in immediately as soon as escalations is received & they start working towards normalization of services.

- SDMs to make sure that BCP is initiated in case of any Incident & service continuity is not effected.SDMs to inform Senior Management team immediately & share the updates in the timely manner.

Resource Management :

- Team building and managing team attrition

- Hiring and retain the best talent via performance management and career planning.

- Ensure continuity of the business by having a succession plan for each role in the delivery unit.

- Training and development of resources to meet the continuous demand of delivery unit and business.

- Managing the team within the delivery units and drive the achievement of their agreed goals and KPI.

- To ensure the continuous growth of team members in-order to achieve employee satisfaction.

Qualification Details:

- Bachelor of engineering (IT or CS) degree minimum. MBA preferred.

Skills and Abilities :

- MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills.

- Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery.

- Must be able to communicate & partner with other departments and contractors to achieve targets.

- Customer management: tactful, resolute and committed to providing excellent customer service.

- Ability to deliver technical presentations competently.

- Must be good in reporting & converting it into a meaningful deck.

- Must be able to interfaces with customer "executive" level management on a regular basis.

- Delivering results: ability to plan and organize self and work in order to achieve objectives and targets.

Professional Certification:

- ITIL V3 intermediate Certified

- Prince V2 Certified - preferred

- Experience in implementing Intel-based servers, UNIX-based servers and storage hardware from major vendors -IBM, EMC,HP, DELL etc.

Experience Required

- At least 5-8 years experience in project management/ service delivery management

Working conditions (You may choose to capture this later)

- Flexible to travel (Locally and international)

- 50% of the time and work under aggressive project time-lines

- Be available 24/7 as needed by client requirements

WE ARE WORKING AS A HYBRID MODEL BUT DUE TO COVID SITUATION WE ARE WORKING VIRTUALLY.

Personal Attributes:

- Excellent communication and reporting skills

- Self-starter and self-motivated, willing to put in extra time

- Clinical and attentive to detail

- Solution driven; able to react quickly and resolve issues so that the workflow can continue

- Must be able to perform under pressure

- Must be able to persuade and influence others

- Good relationship builder with strong diplomacy skills

- Must aspire to a culture of service excellence