Service Delivery Manager

2 days ago

Chandigarh, India Innovation Technology By Design Full time

The Service Delivery Manager is responsible for managing the activities and responsibilities of the NOC & Professional Services team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.


Key Responsibilities:


• Serve as a Subject matter expert on technical issues and provide guidance to both internal teams and clients.

• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.

• Improve usage of IT Support resources and increase productivity of the team.

• Communicate with all parties in a constructive manner to guarantee customer expectations are met.

• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.

• Perform customer follow-up to verify final resolution and determine satisfaction level.

• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.

• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.

• Understand overall NOC & service desk objectives, as well as the role and function of each team member.

• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.

• Assist the remote service team in design and development tasks.

• Mentor remote service team during technical escalations.

• Drive problem investigations and resolution as required.

• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.

• Design and maintain process documentation for the remote service team.

• Manage the process of implementing change efficiently and effectively.


ADDITIONAL DUTIES & RESPONSIBILITIES:


• Identify areas for improvement and make constructive suggestions for change.

• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.

• Escalate Service-related issues to the Director of NOC Service Delivery as required.

• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.

• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.

• Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.

• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.

• Involvement in the design and building of new services.

• Conduct performance evaluations and mentor those with less experience.

• Develop training programs to develop and refine the skills of the remote NOC team.

• Facilitate regular remote service team meetings and service board reviews.

• Document internal processes and procedures related to duties and responsibilities.

• Responsible for entering time and expenses in HALO as it occurs.

• Review and approve the remote service team’s time and expenses sheets in HALO.

• Enter all work as activities, service tickets, or project tickets into HALO.

• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

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