Service Delivery Manager
7 days ago
Role : Service Delivery Manager - Sustain "Azure"
Location : Chennai
Key Responsibilities :
1. Service Delivery Management :
- Oversee the delivery of services and solutions to ensure they meet or exceed client expectations.
- Develop and implement strategies to enhance service delivery efficiency and effectiveness.
- Act as the primary point of contact for clients, addressing any issues or concerns promptly.
- Track labour costs for all resources and report on a monthly basis
- Track metrics with respect to (and not limited to) the following :
- Total ticket/requests Received
- Average ticket/request Resolution Time
- Open vs. Closed ticket/requests
- Number of Production Issues
- Mean Time to Recovery (MTTR)
- Incident Root Cause Analysis (RCA)
2. Process Alignment :
- Collaborate with cross-functional teams to align processes and workflows with business objectives.
- Identify opportunities for process improvements and drive initiatives to optimize service delivery.
3. Team Management :
- Lead and manage a team of support engineers and leads, providing guidance, support, and performance feedback.
- Foster a collaborative and high-performance team environment.
4. New Project/Service Enablement and Retirement :
- Design comprehensive plans for the sustain of new projects
- Develop detailed timelines and milestones for project sustain
- Present these plans to leadership for review, feedback, and finalization.
- Take actionable steps based on leadership feedback and ensure seamless execution
5. Reporting and Documentation :
- Prepare and present regular reports on service delivery performance, project status, and team productivity.
- Maintain comprehensive documentation related to service delivery, architecture, chargeback processes, and project plans.
Required Qualification :
- Proven experience in a service delivery management role or similar position. 8+ years of experience
- Basic knowledge of Azure cloud services will be a plus
- Strong experience in project sustain
- Excellent leadership and team management skills.
- Exceptional problem-solving abilities and attention to detail.
- Strong communication and interpersonal skills.
Certifications (Not mandatory but good to have) :
- Certification in ITIL Foundation or higher.
- Project Management certifications (e.g., PMP, PRINCE2).
- Scrum Master certification (e.g., CSM, PSM) is a plus.
- Familiarity with service management tools and frameworks (e.g., ITIL, ServiceNow).
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