Service Delivery manager

3 weeks ago


BhopalMPKeralaCochinKochiTrivandrumThiruvananthapuramBangaloreMetros, India iimjobs Full time

Profile :
Manager

Job description :

Role Description :


A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization.

They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets.


Role & responsibilities :

  • Single Point of Contact SPOC for Technology with respect to Operations.
  • Primarily client/user facing
  • Building a personal relationship with both internal & external clients
  • Support business operations to meet Technology SLA across centres/clients handled.
  • Monitoring overall performance of services
  • Track and Maintain Client SLA (Internal & External)


Building service reports
  • Identifying the reporting requirements
  • Ensure timeliness and accuracy of SLA, uptime and call Analysis reports
  • Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients)
  • Managing customer expectations Weekly/monthly conference calls with on all areas of technology support functions.
  • Would be responsible for technology and systems availability, technical SLA management with internal/external clients, Developing of IT service continuity plans with SMEs
  • Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions.
  • Work with Incident Management team and respective other departments for faster restoration of services
  • Good communication around issues and opportunities get things done, make things happen
  • Manage Customer VOC w.r.t Technology
  • Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed.
  • Ensure all established processes are being practiced for operations interfacing with technology and support desk.
  • Building Service improvement plans
  • Work with Support managers to build capacity plans
  • Understand the client technology solution and find areas of improvements
  • Removing all obstacles to customer satisfaction and / or financial performance
  • Working in a typical ITIL/ISO20000 frame work
  • Vendor/3rd party management responsibilities
  • Communicating across organizational boundaries from engineers through to senior managers
  • Looking out for clients and FSLs longterm interests
  • Collaborating with senior management on client account management and growth


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