Ccc Supervisor

About NCR

NCR Corporation (

NYSE:
NCR) is a leader in transforming, connecting and running technology platforms for self-directed banking, stores and restaurants. NCR is headquartered in Atlanta, Ga., with 38,000 employees globally. NCR is a trademark of NCR Corporation in the United States and other countries.

Job Title:

• Sr Service Delivery Manager.

Job Location:

• Mumbai, Maharashtra.

Position Summary:

The primary responsibility of a Service Delivery manager is to bring order, structure, and focused management attention to the customer's service delivery in line with the SLAs and to gain complete consumer satisfaction.

The Service Delivery Team is responsible for managing the operations & service delivery to various customers to their maximum satisfaction level by adhering to the SLAs and internal escalation channels.

They also exhibit strong leadership skills and mentor the resources assigned to deliver customer services through online monitoring and problem-resolving skills.

They work in a team, and their primary responsibility is to assist the by prioritizing and reassigning their work in the most critical situation.

They analyze the current scenario of an organization, locate and highlight specific issues which require an immediate response, and allow the organization to track that critical problem, monitor it appropriately, and manage the escalating situation.

The key responsibilities of a Service Delivery manager comprise the following:

• Identifying, analyzing, and initiating the overall process related to service delivery in an organization based on the criteria specified by the organization
• Linking the tasks with incident problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task
• Assembling the escalation management team, which includes the incident owner, problem owner, and other professionals in the specified area of expertise
• Establishing accurate expectations from the defined procedures, enforcing relief to the customers, and reviewing the situation appraisal formulated by the escalation team for ensuring consumer satisfaction throughout the escalation process
• Coordinating with the customers to develop a professional relationship to fulfil their requirements, adding/reallocating appropriate resources to handle the overall process as required, and creating a detailed technical plan accordingly
• Initiating a hierarchical escalation process as per the incident management process, including senior authorities and asking for their support, if the need arises
• Updating and maintaining incident process records at each stage, updating the same in management data, and reviewing and adjusting the escalation process accordingly
• Informing the customer about the Service performance metrics, reviewing the root cause of outliers for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies
• Assuring the team's availability if the problem arises during the monitoring period, closing the escalation process once the monitoring period is completed successfully, and ensuring customer satisfaction before closing the escalation

Required Skills and Expertise Knowledge

Service delivery management is based on accomplishing critical SLAs and KPIs for customers.

Hence, one has to show competitive skills for delivering the service effectively within the defined SLAs and show the best track records month on month.

Furthermore, consumer satisfaction is a crucial element of service delivery management. Hence one has to carry out all the tasks assigned effectively.

The critical skill requirements for escalation management are mentioned below:

• Problem-solving ability
• Meeting service level agreements
• Exceeding Initial Response (IR)
• Budget management
• Team management
• Vendor Management
• Expertise in staff handling
• Performance management

Organizations prefer an experienced manager who is:

• Capable of handling escalation staff teams of more significant numbers
• Has previous experience in recruiting and retaining the staff
• Has proven track record in escalation management & Customer service delivery with defined operational procedures for increasing the efficiency
• Capable of achieving results which depend on international collaboration

Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement

Integrated into our shared values is NCR's commitment to diversity and equal employment opportunity.

All qualified applicants will receive consideration for employment without regard to sex, age, race, color, creed, religion, national origin, disability, sexual orientation, gender identity, veteran status, military service, genetic information, or any other characteristic or conduct protected by law.

NCR is committed to being a globally inclusive company where all people are treated fairly, recognized fo

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