Service Delivery Manager

3 days ago


delhi, India Esconet Technologies Full time

Service Delivery Manager:


Roles and Responsibilities-:


1. Excellent and clear written and spoken communication skills in English.

2. Acceptable presentation skills. Proficiency in using Outlook, Word, Excel and PowerPoint.

3. Minimum experience of 8 Years in managing IT services delivery teams in a Service Provider or multi-tenant domain

4. Managing support services request, qualification and prioritize of support tickets.

5. Monitoring and management of the tickets, SLAs, escalations etc.

6. handle multiple resource pools and optimal usage of available resources within the organization.

7. Prepare and maintain skill matrix within the available resources.

8. Identify freelancers and third-party vendors to meet demand surge of resources and mitigate skill shortage within the company.

9. Identify strength and weakness of the resources and use them in situations accordingly.

10. Should be able to interact and engage with customers, take feedback, and ensure customer satisfaction.


Skills Required-:


1. Should have good understanding of ITIL standards for IT services delivery. ITIL certified shall be preferred.

2. Should have good understanding of helpdesk management, monitoring & management tools.

3. Should have clear understanding on IT Infrastructure, Networks, Security, Cloud and Data Management. May not be hands-on.

4. Skills in creation of dashboards and reports for customers.

5. Should have expertise in ONE technology area (Like VM Ware, Red Hat or Microsoft Data center and understanding of Infra solutions.



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