IT Service Delivery Manager

2 weeks ago

Hyderabad, Telangana, India Carrier Full time

Country:

India

Location:

Building No 12D, Floor 5, Raheja Mindspace, Cyberabad, Madhapur, Hyderabad - 500081, Telangana, IndiaLocation: HyderabadSkills: IT Service Delivery Manager - South Asia PacificBuild a career with confidence:Carrier Global Corporation, global leader in intelligent climate and energy solutions is committed to creating solutions that matter for people and our planet for generations to come. From the beginning, we've led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world-class, diverse workforce that puts the customer at the center of everything we do.About the Role:IT Service Delivery Manager is responsible for overseeing the delivery of DT support and services to ensure they meet client and organizational needs. This role involves managing client relationships, monitoring service performance, assist in resolving issues, ensuring compliance with regulations, and managing related financial matters. Additionally, the manager coordinates with vendors and backend support function, seeks process improvements, and ensures that service level agreements (SLAs) are met. By effectively managing these aspects, the DT Service Delivery Manager ensures the smooth and efficient delivery of DT services.Responsibilities:
  • Oversee DT Service Delivery: Ensure that DT services are delivered efficiently and effectively, meeting the needs and expectations of both clients and the organization.
  • Manage Client Relationships: Build and maintain strong relationships with clients, understanding their requirements and ensuring their satisfaction with DT support and services.
  • Vendor and Supplier Management: Manage relationships with vendors and suppliers, negotiating contracts and ensuring they meet organization service delivery standards.
  • Monitor Service Performance: Regularly track and report on the performance of DT support and services, identifying any issues or areas for improvement and taking corrective actions as needed.
  • Assist on Resolving Issues: Act as the key point of contact for assisting with customer complaints and issues related to DT support and services, ensuring timely and satisfactory resolutions.
  • Ensure Compliance: Ensure that all DT services comply with relevant laws, regulations, and company policies, maintaining high standards of quality and security.
  • Financial Management: Plan and manage related budgets, ensuring cost-effective delivery without compromising on quality, working with Finance team to settle the cost issue related to DT support and services.
  • Process Improvement: Continuously identify opportunities for improving DT service delivery processes, implementing changes to enhance efficiency and effectiveness.
  • Team Coordination: Work closely with other DT BRM, SDM, and staff to ensure seamless coordination and delivery of DT services across different departments.
  • Develop and Implement SLAs: Create and enforce Service Level Agreements (SLAs) to ensure that DT support and services are delivered according to agreed-upon standards and timelines.
  • Education Required:Minimum bachelor's degree in Computer Science, Computer Engineering or equivalent years of relevant experience
    • Skills and Experience Required:
    • 8-15 years of experience in DT service management or similar related role
    • Strong DT leadership and management experience in an enterprise setting
    • Strong customer focused and service mindset to deliver the best service experience
    • Can-do and willingness attitude, acting as a role model for support and service function
    • Good communication and customer service skills, with the ability to work effectively across all organizational levels
    • Good time and project management, attention to detail, and ability to manage multiple tasks under tight deadlines
    • Strong vendor management skills, able to manage all the contractor to work and delivery the quality of work according to the contract and SLA agreement
    • Seek ideas for improvement and suggest any new idea and technology to help drive an even better customer experience
    • Good knowledge with enterprise ticketing and support tool, understanding about the SLA reporting as well as monitoring dashboard for service quality
    • Some knowledge and high level understanding in the endpoint, workplace, infrastructure or enterprise application areas
    • Some knowledge on ITIL, PMP, or CISM standard and implementation for best practice
Benefits:
  • We are committed to offering competitive benefits programs for all of our employees, and enhancing our programs when necessary.
  • Have peace of mind and body with our health insurance
  • Make yourself a priority with flexible schedules and leave Policy
  • Drive forward your career through professional development opportunities Achieve your personal goals with our Employee Assistance Programme
Our commitment to you:Our greatest assets are the expertise, creativity and passion of our employees. We strive to provide a great place to work that attracts, develops and retains the best talent, promotes employee engagement, fosters teamwork and ultimately drives innovation for the benefit of our customers. We strive to create an environment where you feel that you belong, with diversity and inclusion as the engine to growth and innovation. We develop and deploy best-in-class programs and practices, providing enriching career opportunities, listening to employee feedback and always challenging ourselves to do better. This is The Carrier Way.Join us and make a difference.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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