Service Delivery Manager, MSP

2 weeks ago


uttar pradesh, India Auscomp Computers Pty Ltd Full time
Company Description
Auscomp Computers Pty Ltd, established in 2000, is an Australian owned and operated distributor and technology integrator located in Noida. With a national focus servicing over 5000 resellers in Australia, Auscomp operates from warehouses in Brisbane and Sydney, providing personalized account management and a flexible approach to doing business. Specializing in Components, Computer Systems, Notebooks, Networking, Servers, and Security, Auscomp stocks all major brands at competitive prices, offering clients a one-stop-shop for their purchasing needs.
Auscomp is a Microsoft Cloud Solution provider supporting thousands if tenants in Australia through its own custom-built applications. We market a wide range of SAS products ranging from security, backup, migration and collaboration etc.
Auscomp specializes in Components, Computer Systems, Notebooks, Networking, Servers, and Security. We stock all major brands at competitive pricing, providing our clients with a one-stop-shop for their purchasing needs.
Role Description
This is a full-time on-site role as a Service Delivery Manager, MSP located in Noida. As a Service Delivery Manager, you will be responsible for overseeing the delivery of services to our clients, ensuring that service level agreements (SLAs) are met, and maintaining strong relationships with key stakeholders. You will collaborate with cross-functional teams to identify areas for improvement, implement service improvement plans, and drive customer satisfaction.
You must have a strong end to end understanding of Managed Service Provider operations and processes having managed a similar organization for at least 5 years.
Responsibilities
Oversee the delivery of IT services, ensuring they meet the agreed service level targets and customer expectations.
Coordinate with internal teams to ensure seamless service delivery.
Develop and implement service improvement plans to enhance customer satisfaction.
Handle client escalations, ensuring issues are resolved promptly and effectively.
Monitor and report on service performance metrics, providing insights and recommendations for improvement.
Foster strong relationships with clients, understanding their needs and ensuring their satisfaction.
Lead and mentor a team of IT professionals, promoting a culture of excellence and continuous improvement.
Qualifications
Proven experience as a Service Delivery Manager in the IT industry.
Strong understanding of IT service management principles and practices
Excellent communication and interpersonal skills
Proven ability to manage multiple client engagements and prioritize tasks
Strong problem-solving and decision-making abilities
Knowledge of MSP (Managed Service Provider) operations and processes
Experience in managing SLAs and driving continuous service improvement
Ability to collaborate effectively with cross-functional teams
ITIL certification is a plus
Bachelor's degree in information technology or a related field
Benefits:
Competitive salary package.
Opportunity to work with a dynamic and innovative team.
Career development opportunities.
A supportive and inclusive work environment.
You will be working for Auscomp
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