Service Delivery Manager
1 month ago
Location : Pune
Job Description :
Service Delivery Manager with a 20+ years of experience in tier 1 and 2 services companies with good banking domain experience, will own the overall responsibility for all aspects of Service Delivery for accounts assigned to you.
Your overall responsibilities will include the following :
- Responsible managing delivery of 200+ FTE
- Responsible for delivering IT services for Multiple Enterprise Customers
- Responsible for Delivering as per SOW
- Responsible for meeting the SLAs committed to the customers
- Helping customers in meeting their Objectives
- Providing Technical Inputs to Customers
- Conducting Service Reviews with Customers
- Identifying automation activities
- Exploring the growth opportunities
- Responsible for customer satisfaction and meeting the customer expectations.
- Implement processes and methodologies for delivering the services efficiently and maintaining the productivity.
- Responsible for planning, recruitment and managing the team to deliver the customer commitments.
- Provide visibility of the services rendered to the customer which may involve travel to meet the customer in person.
- Understanding of the customer's special requirements and planning for meeting them on need basis.
- Provide leadership to a team of IT professionals.
- Managing customer escalations.
- Develop and maintain a service culture and implement measures to achieve improve service performance.
Skills and Proficiencies required :
- Well versed with DevOps, Observability, SRE and tools ecosystem
- Has significant experience in remote infrastructure management in both cloud and On-prem Infrastructure
- Has understanding of technologies in IT Service Delivery (Servers, Networking, Storage, Virtualization, Cloud..etc)
- Experienced in processes, methodologies and delivery management to meet the SLAs
- Engages with customers and communicating to the executive staff (VP, CEO,Directors)
- Understanding of ITIL processes
- Experience in Monitoring Tools
- Experience in Managing Single / Multiple Projects
- Go through the job description and Kindly Acknowledge the job description.
About the Role :
We are looking for an experienced Service Delivery Manager to oversee and manage the delivery of IT services to our clients. In this role, you will ensure that service levels are met and that clients receive high-quality, reliable services. You will act as the primary point of contact for client issues, work closely with internal teams to deliver solutions, and continuously improve service delivery processes.
Key Responsibilities :
- Service Management: Oversee the end-to-end delivery of IT services, ensuring that all service levels are met or exceeded.
- Client Relationship Management: Act as the primary point of contact for clients, addressing their needs, concerns, and requests promptly and effectively.
- Service Level Agreements (SLAs): Define, monitor, and manage SLAs to ensure client satisfaction and adherence to contractual obligations.
- Incident Management: Manage the resolution of incidents, ensuring minimal disruption to the client's business operations.
- Problem Management: Identify root causes of recurring issues and work with teams to implement long-term solutions.
- Change Management: Coordinate and manage changes to services, ensuring that changes are implemented smoothly with minimal impact on clients.
- Process Improvement: Continuously review and improve service delivery processes to enhance efficiency, quality, and client satisfaction.
- Reporting and Metrics: Track and report on service delivery performance, using key metrics and client feedback to drive improvements.
- Team Leadership: Lead and mentor a team of service delivery professionals, ensuring they have the tools and knowledge to deliver high-quality services.
- Vendor Management: Manage relationships with third-party vendors to ensure they meet service delivery standards and contribute to overall service quality.
- Budget Management: Manage the budget for service delivery, ensuring cost-effective delivery of services while maintaining high standards of quality.
- Client Satisfaction: Conduct regular client satisfaction surveys and use feedback to drive continuous improvement in service delivery.
Required Skills :
- Service Management Expertise: Strong experience in IT service management, including managing service delivery, SLAs, and ITIL processes.
- Client Relationship Management: Proven ability to build and maintain strong client relationships, with a focus on client satisfaction.
- Problem-Solving Skills: Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
- Leadership: Strong leadership skills with experience managing and mentoring a team of service delivery professionals.
- Communication Skills: Excellent verbal and written communication skills, with the ability to communicate complex concepts clearly and effectively.
- Process Improvement: Experience in process improvement and implementing best practices in service delivery.
- Change Management: Knowledge of change management processes and the ability to manage changes effectively.
- Technical Knowledge: Understanding of IT infrastructure, software development, and cloud services is a plus.
- Project Management: Experience in project management and the ability to manage multiple projects simultaneously.
- Vendor Management: Experience in managing third-party vendors to ensure service delivery standards are met.
- Budget Management: Strong budgeting and financial management skills.
Preferred Qualifications :
- Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related field.
- 7+ years of experience in IT service management or a related field.
- ITIL Certification (ITIL Foundation, Practitioner, or Expert) is highly desirable.
- Experience working in a managed services or IT outsourcing environment is a plus.
- Familiarity with Agile methodologies and DevOps practices.
About You :
- You have a passion for delivering high-quality services and ensuring client satisfaction.
- You thrive in a fast-paced environment and are adept at managing multiple priorities.
- You are a strategic thinker with strong problem-solving skills.
- You have excellent interpersonal skills and enjoy working with both clients and internal teams.
- Candidates must have experience in Service Delivery, Team Management, IT Infrastructure/IT Infra.
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