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Senior Manager
2 months ago
India - Pune
About Us - Jade Global
We create value through our vast portfolio of IT services delivered by highly skilled and experienced professionals. Our services include business application implementation, Integrations, Software product engineering, Cloud services, Technology advisory, QA and Managed Services. We are looking to hire a Service Delivery Manager
Role Description
In this role, you will be responsible for managing and driving high performing service delivery functions including AMS (Application Management System), Support teams, Help Desk and supporting our client's business growth via creating a scalable IT Service Delivery capability across multiple time zones.
Main Responsibilities- Lead the Technology Application Management Support (AMS) accounts for various customers.
- Owner of the Incident, Problems, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities as required.
- Manage Teams, Roster to ensure consistent support coverage to the business across locations.
- Work closely with the Development, Infrastructure and Third-party teams on problem resolution.
- Owner of the major incident process, ensuring coordination and updates between stakeholders (internal and external), effective communication, coordination, and Status Reporting skills.
- Managing SLAs and KPI's along with metrics, trends, reviews, and governance controls.
- Monitor and audit service delivery; ensure processes are in place and followed.
- Arrange service review meetings (WSR/MSR/QBR) with clients on a periodic basis.
- Project resource management, objectives setting, evaluating resources and fitment on the project, resource skills map and assign training targets with capability teams.
- Hands on with resource estimations, planning, sizing, and PPT preparation.
- Work with leadership team on long-term roadmap and strategy for managed services.
- Work with Sales team, during renewal of contracts and RFP response including proactive and reactive business opportunities.
Skills & Experience Required
- Candidate with 15+ years of experience in IT Services Industry.
- Experience of managing single / multi-site IT Application support teams.
- Experience of working in Managed Services/Outsourcing IT Services industry across multiple locations.
- Essential to have understanding of Packaged Solutions/ ERP/ Platforms like: Oracle ERP/ Salesforce.
- Individuals with assertiveness, Attention to details, ability to decide things logically and with collaborative mindset.
- Hands on with ITSM methodologies (ITIL) and Agile delivery. Ability to establish and report SLA, WSR/MSR/QBR, progress updates, Risks/Issues to client stakeholders.
- Exposure of creating/managing a Service Catalogue, Resource estimation, SOW preparation.
- Exposure to DevOps (AWS/Azure) and SaaS, IaaS is recommended.
- Ability to Coach, Guide and Develop the teams in implementing ITSM standards and processes.
- Able to Build and maintain strong stakeholder relationships.
- 8+ years' experience of managing IT Service Delivery teams, 16X5/ 24x7 model. Will need to work with some overlap with PST timezone.
- ITIL V3/V4 certification, and in-depth experience of managed services lifecycle across phases
- Agile (Scrum) or PMP methodologies experience
