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Avaso Technology Solutions

2 months ago

Sahibzada Ajit Singh Nagar, India AVASO Technology Solutions Full time

Position Title: Senior Manager - Service Delivery

Location: Mohali

- The APAC (Asia Pacific) Service Delivery Manager has a pivotal leadership role responsible for overseeing and optimizing the delivery of services on a global basis to multiple clients.

- This position involves managing a team of service delivery managers and collaborating closely with other departments to ensure the effective execution of services in alignment with organizational objectives.

- The Senior Manager Service Delivery plays a crucial role in enhancing customer satisfaction, driving operational efficiency, and fostering strong client relationships.

Key Responsibilities:

- Effective leadership, interpersonal and communication skills.

- Ability to manage a team of Service Delivery Managers and understand expectations.


- Ability to command respect to create a sense of community amongst the members of the project.


- Sufficient seniority and credibility to advise projects on their projects in relation to the programme


- The ability to find ways of solving or pre-empting problems monitor and manage desktop support, IT services desk, and associated support functions to ensure optimal service


- Maintain high performance levels of service-related processes, and implement improvement activities wherever necessary


- Take ownership of critical incidents, coordinate with resolution parties, and establish effective communication between stakeholders for post-incident reviews


- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery


- Present the Monthly Review and the Quarterly Business Review (QBR) to the clients and to AVASO staff


- Responsible to ensure the SDMs for the clients above secure POs, receive approval for billing, bill the clients, and have no outstanding accounts


- Facilitate communication and collaboration between cross-functional teams, including sales, marketing, product development, and support, to ensure alignment and synergy in delivering value to clients.


Qualifications and Requirements:

- Bachelor's degree in business administration, management, or a related field(master's degree prefe rred)


- Perfect knowledge of English (verbal and written)


- Proven experience 14 + Years in a leadership role overseeing service delivery operations, preferably in IT


- Strong understanding of service management principles, methodologies, and best practices(e.g., ITIL, Agile, Lean)


- Excellent leadership and team-building skills, with the ability to inspire and motivate others to achieve common goals


- Exceptional communication, negotiation, and interpersonal skills, with the ability to interact effectively with clients, stakeholders, and team members at all levels


- Demonstrated ability to think strategically, analyze complex problems, and develop innovative solutions


- Proficiency in project management tools and techniques, with a track record of successfully managing projects from initiation to completion


- Sound knowledge of relevant technologies and platforms used in service delivery operations


- Proven track record of driving continuous improvement and delivering measurable results in service delivery performance


- Strong Work Ethics


- Open availability to work with global time zones

(ref:iimjobs.com)