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Service Delivery Manager
3 weeks ago
Core Responsibilities :
- To lead, manage, and grow critical business activities across service delivery of backup and NOC projects.
- Creating Operational Excellence and Systems to ensure optimal utilization & realization across different functions of the organization.
- Identification for ongoing process improvement
- Ensure service delivery standards are maintained and improvement areas are timely identified and addressed.
- Staffing management for 24x7 Operations - Rostering, Work Force Management.
- Oversee day to day performance of service delivery and ensuring the SLAs are met/adhered to.
- Proactive monitoring of boards and monitoring tools to ensure SLAs are covered.
- Reviewing current processes and procedures.
- Upkeeping and updating the process documentation.
- Identify repetitive issues/incidents and share the findings with client to get the RCA done for such issues.
- Process efficiency and team performance optimization.
- Handling review calls with the client.
- Prepare and run monthly project overview for the performance of the project.
- Proactively identify the problem areas work towards resolution with stake holders.
- Client Any Graduate
- Good Team Handling Skills
- Good Interpersonal Skills
- Excellent Communication - Written & Verbal
- Should have handled the role of authority
- Excellent analytical skills
- Excellent decision-making Skill Set :
- Have 15+ years of experience (preferably in the in the IT / ITES space) with a background in service delivery and project management, preferably with overseas customers
- Past experience in project and people management
- Dynamic personality to oversee a multitude of departments within the organization
Beneficial Skill Set :
- MSP Experience (ref:hirist.tech)
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