Service Delivery Manager

1 month ago

Bengaluru, India Krish Services Group Full time

Company Description

Krish is committed to helping our customers achieve their technology goals and will always emphasize the success of our customers as our top priority and in building long-term and productive relationships. Krish's goal of adding the best value to its customers with a combination of the right technology, right people, and right costs is achieved through the experience and integrity of our consultants and our custom delivery processes.


Experience: Prefer someone with a good 8-12 years’ experience with service delivery.


Core Responsibilities:

• Oversee day-to-day operations of customer solutions.

• Prioritize customer satisfaction and ensure alignment with contract requirements and SLAs.

• Identify and monitor key service metrics for customer solutions.

• Drive continuous improvement within customer environments based on these metrics.

• Create and maintain reference materials for service delivery specific to customer contracts and solutions.

• Develop and uphold customer-specific policies, processes, and procedures.

• Ensure solution reliability and compliance with contractual agreements.

• Function as the primary escalation point for customer needs.

• Facilitate escalations within the organization to address customer requirements.

• 24X7 availability to manage escalations and work with customers across the globe.

• Oversee compliance with customer/contract specific ITIL processes (e.g., Incident, Problem, Change, Service Level Management, Major Incident Management).


Requirements:

• Over 8 to 10 years of experience managing and supporting complex technology environments.

• 3+ years specifically in service delivery.

• Proficient in working within complex, secure, and high-availability environments.

• Demonstrated excellent leadership skills and project management experience.

• Advanced knowledge in establishing and maintaining cooperative working relationships with customers, vendors, teammates, and external organizations.

• Excellent verbal, written, and interpersonal communication skills.

• Ability to effectively communicate with both internal and external customers.

• Skilled in designing and implementing effective policies to achieve consistent team results.

• Experience of working with Azure & AWS customers, Knowledgeable about Cloud Managed Services Delivery

• Awareness of Monitoring Tools

• ITIL Foundation certified or other professional body qualification.

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