Senior Service Delivery Manager

2 weeks ago

Bengaluru, Karnataka, India Black Box Full time

Primary Roles & Responsibilities

· Manage the day-to-day service operations of the installation, delivery and deployment of technical resources within area of responsibility.

· Single point of escalation for the enterprise, including Vendor escalations when required.

· Manage critical situations to ensure proper focus, communication, and relationship management throughout the escalation process, including, but not limited to scheduling the coordination of activities for all technical personnel required.

· Manage to annual budget and meet all financial performance objectives inclusive of gross profit and related financial metrics. Review and analyze budget and financial reports for area of responsibility and take corrective action as needed.

· Proactive review and management of current inventory to meet contractual Service Level Offerings.

· Responsibility of developing, reporting and distributing on various business metrics and dashboard

· Review, distribute and implement Manufacturer product bulletins/alerts as required

· Interacts with all levels of sales and operations personnel. Partner with the Project Management Office (PMO) to establish operational objectives and assignments to project team members when required.

· Track Site Passwords, Backups, Version Control

· Track adherence and completion of all Service Prescriptions in scope

· Meet goals for area of responsibility including analyzing and managing performance, utilizing escalation and exception paths, implementing processes and systems to report on current performance and make recommendations for improvement of performance.

· Deploy and manage consistent, structured and disciplined systems, policies, procedures and practices to ensure stable and quality product & service delivery consistent with company objectives and customer expectations.

· Maintain and enhance a strong customer service-oriented environment focused on problem prediction, detection and resolution. Oversee documentation of issue, action plan and outcome and distribution within area of responsibility.

· Monitor technician work activities & outcomes and proactively identify and remove barriers to meeting customer expectations. Align with FSO & SDO to ensure root cause is identified on escalated or chronic problems, and action plans are developed and ensure follow-up on customer issue resolution. Escalate issues as appropriate.

· Ensure staffing is maintained consistent with customer delivery requirements by proactively monitoring labor data and taking appropriate corrective action as needed.

· Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day to day operations and the customer experience within area of responsibility. Support all company initiatives aimed at performance and quality improvement such as, but not limited to, achieving the NACS National Services Platform to include leading change management efforts within and across area of responsibility.

· Partner with the Project Management Office (PMO) and support the planning and tracking of multiple projects, resource planning and allocation, task delegation to accomplish project goals and objectives, ensuring timely resolution of issues, using escalation as necessary, creation of ongoing status and evaluation reports, and reporting on employee performance within area of responsibility.

· Provide timely response to requests for information, reports and other operations data from functional departments.

· Achieve performance targets established by leadership for applicable Key Performance Indicators.

· Perform other duties as assigned by management.

Knowledge, Skills, Abilities

Accountability - Demonstrates an understanding of the link between one's own job responsibilities and overall organizational goals and needs, and performs one's job with the broader goals in mind. Looks beyond the requirements of one's own job to offer suggestions for improvements of overall organization operations. Takes personal ownership in organization's success.

Customer Focus - Demonstrates concern for meeting internal and external customers' needs in a manner that provides satisfaction for the customer. Considers the impact on the external customer when taking action, setting policies or carrying out one's own job tasks. Looks for creative approaches to providing or improving services that may increase efficiency and decrease cost.

Decision Making - Makes good decisions using a combination of analysis, knowledge, experience, and judgment. Analyzes and distinguishes core problems by looking at the symptoms. Resolves key issues behind major problems in the short term while developing and executing long term solutions.

Manages Organizational Change - Facilitates change in the workplace and understands how change affects employees. Effectively manages change within the organization. Facilitates improved communication across the organization.

Results Focused - Demonstrates concern for achieving or surpassing results against an internal or external standard of excellence, shows a passion for improving the delivery of services with a commitment to continuous improvement. Sets and maintains high performance standards for self and others that support organization's strategic plan.

Education/Experience Requirements

· Bachelor's Degree preferred in Business, Operations Management or related field; or equivalent, relevant experience.

· 5+ years of increasing Service Delivery and Operations Management responsibilities of product and service delivery within technology services or related industries. Previous experience managing field service technicians is required.

· Proven management experience with ability to lead employees to achieve or surpass results.

· Demonstrated strengths in ability to clarify goals & objectives, build team commitment, analyze and ensure progress toward objectives, identify areas for improvements in processes and knowledge and skills of employees.

· Strong interpersonal, organizational and communication skills with the ability to create a partnership atmosphere with internal and external resources while achieving objectives.

· Strong experience handling employee issues and making sound judgment decisions in this area.

· Demonstrated success in compiling, analyzing, and presenting financial and performance data.

· Proficient in MS Office (Word, Excel, PowerPoint), Outlook, SharePoint, ERP, workforce management and cloud based technology systems.

· Successful history of managing change and continuous improvement.

Supervisory Responsibility

This position may have direct supervisory requirements

Black Box is an equal opportunity employer. Black Box does not discriminate against individuals on the basis of race, color, marital status, sex, sexual orientation, gender identity, religion, national origin, age, disability, veteran status, genetic information, or any other protected status, and endorses those policies and practices which seek to recruit, hire, train and promote the most qualified persons into available jobs.

  • Senior Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Black Box Full time

    SUMMARYThe Senior Service Delivery Manager will have the overall responsibility for all aspects of Managed services, including responsive and consistent communications. The SDM serves as the client's main point of contact for operational and escalation issues and is responsible and accountable for ensuring Black Box's efficient execution of its obligations....

  • Senior Engineer, Service Delivery

    2 weeks ago

    Bengaluru, Karnataka, India Dell International Services India Pvt Ltd (7451) Full time

    Senior Engineer - Service DeliveryDell Technologies customers rely on our products and services to drive progress. We take service seriously, ensuring our technical solutions meet clients' needs and ambitions. As trusted advisors, we understand each client's goals and ensure Dell Technologies' services deliver as promised. Collaboration with Sales and Global...

  • Senior Engineer, Service Delivery

    2 weeks ago

    Bengaluru, Karnataka, India Dell Full time

    Senior Engineer - Service DeliveryDell Technologies customers rely on our products and services to drive progress. So, we take the service we provide extremely seriously. Service Delivery is all about ensuring our technical solutions help clients achieve their goals. As trusted advisors, we deeply understand each client's objectives and ensure Dell...

  • Senior Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Intellect Design Arena Ltd Full time

    Job Role: Technical Service Delivery Manager About Intellect Design Arena Ltd. Intellect Design Arena Limited is a global leader in Financial Technology for Banking, Insurance and other Financial Services. With a rich suite of products across the organization, we are an authority on vertical and integrated products that enable institutions to meet their...

  • Senior Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Intellect Design Arena Ltd Full time

    Job Role: Technical Service Delivery ManagerAbout Intellect Design Arena Ltd.Intellect Design Arena Limited is a global leader in Financial Technology for Banking, Insurance and other Financial Services. With a rich suite of products across the organization, we are an authority on vertical and integrated products that enable institutions to meet their...

  • Senior Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India American Express Full time

    You Lead the Way. We've Got Your Back. With the right support, individuals and businesses can make incredible progress. By joining Team Amex, you become part of a global community of colleagues committed to backing our customers and communities. We offer unique career paths with benefits, programs, and flexibility that cater to your personal and...

  • Delivery Manager, Network Service Integration

    2 weeks ago

    Bengaluru, Karnataka, India Maersk Full time

    Senior Delivery Manager, Network Service Design & Delivery (Maersk) A.P. Moller - Maersk A.P. Moller – Maersk is the global leader in container shipping services. The business operates in 130 countries and employs c. 80,000 staff. An integrated container logistics company, Maersk aims to connect and simplify its customers' supply chains. We...

  • Service Delivery Manager Senior

    2 months ago

    Bengaluru, Karnataka, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 50 - 75%Service Delivery Manager Senior - 15+ Years - Bangalore Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues...

  • Service Delivery Manager Senior

    2 weeks ago

    Bengaluru, Karnataka, India Jobs for Humanity Full time

    Job Description Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 50 - 75%Service Delivery Manager Senior - 15+ Years - Bangalore Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging...

  • Service Delivery Manager Senior

    4 weeks ago

    Bengaluru, Karnataka, India FIS Global Full time

    Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor's Degree Travel Percentage : 50 - 75%Service Delivery Manager Senior - 15+ Years - Bangalore Are you curious, motivated, and forward-thinking? At FIS you'll have the opportunity to work on some of the most challenging and relevant issues...

  • Senior Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Shaerp Next Full time

    Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower...

  • Manager – Service Delivery

    2 weeks ago

    Bengaluru, Karnataka, India RPS Consulting Pvt. Ltd. Full time

    The Service Delivery Manager will be responsible for overseeing the delivery and operational aspects of our training programs. This role involves managing the sourcing team, maintaining relationships with vendors and trainers, ensuring high levels of customer satisfaction, and handling escalations. The ideal candidate will have a deep understanding of the...

  • ServiceNow – Senior Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Orange Business Full time

    ContextOrange Business manages and integrates the complexity of international communications, freeing customers to focus on the strategic initiatives that drive their business. Orange extensive experience and knowledge in global communication solutions, together with understanding of multinational business and local support in 166 countries and territories,...

  • Service Delivery Coordinator

    2 weeks ago

    Bengaluru, Karnataka, India InOpTra Digital Full time

    Service Delivery Coordinator SDC: Department: Delivery Project Location(s): Bangalore, Karnataka Job Type: Full Time Education:Associate's Degree in Business, IT, or related field or equivalent experienceJob Responsibilities/Essential Functions/Competencies Provide operational oversight to multiple D2OS Clients Daily review of all incidents, changes,...

  • Senior Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Shaerp Next Full time

    Technology is at our core. And innovation is everywhere. But our company is more than datasets, lines of code or A/B tests. We're the thrill of the first night in a new place. The excitement of the next morning. The friends you make. The journeys you take. The sights you see. And the food you sample. Through our products, partners and people, we can empower...

  • Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India Krish Services Group Full time

    Company DescriptionKrish 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...

  • Manager – Service Delivery

    2 weeks ago

    Bengaluru, Karnataka, India RPS Consulting Pvt. Ltd. Full time

    The Service Delivery Manager will oversee the delivery and operational aspects of training programs. This role requires managing the sourcing team, maintaining vendor and trainer relationships, ensuring customer satisfaction, and handling escalations.The ideal candidate should have a deep understanding of the training industry, exceptional organizational...

  • IS Service Delivery Manager

    1 month ago

    Bengaluru, Karnataka, India ABB Full time

    IS Service Delivery ManagerTake your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking...

  • IS Service Delivery Manager

    2 weeks ago

    Bengaluru, Karnataka, India ABB Full time

    IS Service Delivery ManagerTake your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking...

  • IS Service Delivery Manager

    4 weeks ago

    Bengaluru, Karnataka, India ABB Full time

    IS Service Delivery ManagerTake your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future.At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking...