Senior Service Delivery Manager
2 weeks ago
TATA CONSULTANCY SERVICES |
Role-Onsite Project Manager / Service Delivery Manager
Exp Range- 12+ years
Location- Patna
Required Technical Skills: Project Management and Service Delivery
Must-Have:
Proven experience in IT Project Management. 12+ years of experience in IT service delivery, large-scale support management, and government projects. · Strong experience in managing L1 & L2 support teams (min 30 team members) and IT service operations. · Expertise in ticketing systems, incident management, and SLA tracking. · Proven ability to handle large government stakeholders and drive service improvements. · Excellent communication, problem-solving, and team management skills. Read, write in Hindi is a must.
Responsibility of / Expectations from the Role
Act as the main liaison between the customer and the offshore team. Oversee ticket management through ITSM tools, ensuring proper classification, prioritization, and resolution.
2 Manage project timelines, deliverables, and resources effectively. Ensure clear and consistent communication with customers regarding project status, updates, and any issues that may arise. Coordinate with offshore teams to align project goals and requirements. Provide regular status reports and updates to stakeholders Monitor and track incident lifecycle, ensuring quick escalation to L2 and L3 teams when required.
3 Identify and address recurring issues through root cause analysis and implement permanent fixes.
4 Generate daily, weekly, and monthly service reports, highlighting key issues, trends, and resolution performance
5 Manage and mentor a team of L1 & L2 support engineers, ensuring skill development and efficiency
6 Act as the primary point of contact for government officials and key stakeholders.
7 Conduct regular meetings and service reviews with government departments, ensuring transparency and alignment.
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