Service Delivery Manager

3 weeks ago


Delhi NCR, India Proval Tech Full time

Core Responsibilities :

- To lead, manage, and grow critical business activities across service delivery of backup and NOC projects.

- Creating Operational Excellence and Systems to ensure optimal utilization & realization across different functions of the organization.

- Identification for ongoing process improvement

- Ensure service delivery standards are maintained and improvement areas are timely identified and addressed.

- Staffing management for 24x7 Operations - Rostering, Work Force Management.

- Oversee day to day performance of service delivery and ensuring the SLAs are met/adhered to.

- Proactive monitoring of boards and monitoring tools to ensure SLAs are covered.

- Reviewing current processes and procedures.

- Upkeeping and updating the process documentation.

- Identify repetitive issues/incidents and share the findings with client to get the RCA done for such issues.

- Process efficiency and team performance optimization.

- Handling review calls with the client.

- Prepare and run monthly project overview for the performance of the project.

- Proactively identify the problem areas work towards resolution with stake holders.

- Client Any Graduate

- Good Team Handling Skills

- Good Interpersonal Skills

- Excellent Communication - Written & Verbal

- Should have handled the role of authority

- Excellent analytical skills

- Excellent decision-making Skill Set :


- Have 15+ years of experience (preferably in the in the IT / ITES space) with a background in service delivery and project management, preferably with overseas customers

- Past experience in project and people management

- Dynamic personality to oversee a multitude of departments within the organization

Beneficial Skill Set :

- MSP Experience (ref:hirist.tech)

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