Service Delivery Manager
13 hours ago
Role:
Tower: Delivery
Track: Service Delivery Management
Band Level: E2.2
Role: Service Delivery Manager I
Reports to: Business Support Manager I or II
Location: Noida
Schedule: US Shift
Role Description:
Develop strong internal/external customer relations and networks with the purpose of driving same account growth initiatives and enhanced margin in the P&L’s performance. They are also in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress and tracking KPIs and SLA's. Service Delivery Manager’s I play a vital role in boosting customer experience by delivering top-notch quality services that meet and exceed customer demands.
Major Responsibilities:
Customer Satisfaction & Retention:
Understand the client’s industry, business, and their critical business drivers.
Minimum of 1 Yrs. Service delivery management experience having led high quality service delivery to customer(s)
Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).
Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.
Manage customer requests by providing realistic resolution time scales.
Contact customers when follow up on cases is required and take ownership of the case.
Handle customers’ escalations related to the service provided, if required by the account.
Provide innovative ideas to help client achieve their business goals.
Maximize account retention
Account Management:
Monitor the correct processes are in place to ensure consistent service quality through rigorous management of change control and acceptance into service procedures in line with Service Delivery governance guidance.
Maintain high performance levels for service-related processes and implement improvement activities wherever necessary.
Ensure customer contractual targets and measurements are supported by back-to-back supplier commitments.
Ensure resources, capabilities, and capacity to meet both existing and new business demands.
Prepare timely and detailed reports on financial performance on a quarterly and annual basis.
Manage escalations and offer assistance in complex issues and design improvement strategies.
In conjunction with the Client Account Delivery Manager, ensures resources, capabilities, and capacity to meet both existing and new business demand.
Delivery Account Manager is accountable for robust contract P&L management in line with agreed Business Case and Financial Plans targets. Delivery Account Manager understand P&L mechanics and manage internal and external contributors.
Provides support to new business opportunities. Takes an active supporting role in bids and supports the transition and implementation of new business (including new service offers).
Financial Performance:
Drive verifiable continuous improvement of productivity resulting in increased cost effectiveness and value. Be able to evidence these savings across relevant customer base.
Manage contract(s) to meet revenue and cost projections; resource allocation levels to meet contractual commitments, and work with partners to achieve TTR, and audit requirements (i.e.., OSA, 3rd party asset, etc.).
Drive financial planning of the company by analyzing its performance and risks
Contribute to P&L performance through cost control and innovation initiatives
Identify same account growth opportunities to be converted into sales prospects.
Provide support to new business opportunities. Take an active role in bids and supports the transition and implementation of new business (including new service offers).
Supporting Client Account Delivery Managers by developing account plans and service strategies with customers in order to drive enhanced margin and P&L performance.
ADHOC:
Provide accurate, timely, and professional reports to management for historical analysis, current status, and forecasting purposes.
Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.
Min/Preferred Education and Professional Level:
Minimum 4 Yr. degree -BS/BA or 3 to 5 years of work experience or equivalent Military.
Preferred Lean Six Sigma Yellow Belt Certification, Qwik solver or Equivalent education.
Preferred LSS Green Belt Certification
Preferred ITIL Foundation Certification
Additional Skills Required:
Skill Description Proficiency Level
Languages English Test 85% +
Microsoft Office MS Excel (VLookup, H Lookup) 85%
-
Service Delivery Manager
5 months ago
Noida, India Fujitsu Full timeManages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements. Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May be accountable for the TCV forecast. Actively owns service risks, controls service costs & improves productivity for...
-
Service Delivery Manager
4 days ago
noida, India Fujitsu Full timeManages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements. Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May be accountable for the TCV forecast. Actively owns service risks, controls service costs & improves productivity for...
-
Service Delivery Manager
4 months ago
noida, India Fujitsu Full timeManages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements. Accountable for forecasting and management of the account P&L (orders, revenue & margin), balance sheet, and cash. May be accountable for the TCV forecast. Actively owns service risks, controls service costs & improves productivity for...
-
Service Delivery Manager
14 hours ago
Noida, India HCLTech Full timePlease share resumes to :Tower: DeliveryTrack: Service Delivery ManagementBand Level: E2.2Role: Service Delivery Manager IReports to: Business Support Manager I or IILocation: NoidaSchedule: US ShiftRole Description:Develop strong internal/external customer relations and networks with the purpose of driving same account growth initiatives and enhanced...
-
Service Delivery Manager
1 day ago
Noida, India HCLTech Full timePlease share resumes to shine.albert@hcltech.comRole:Tower: DeliveryTrack: Service Delivery ManagementBand Level: E2.2Role: Service Delivery Manager IReports to: Business Support Manager I or IILocation: NoidaSchedule: US ShiftRole Description:Develop strong internal/external customer relations and networks with the purpose of driving same account growth...
-
Service Delivery Manager
1 day ago
noida, India HCLTech Full timePlease share resumes to shine.albert@hcltech.comRole:Tower: DeliveryTrack: Service Delivery ManagementBand Level: E2.2Role: Service Delivery Manager IReports to: Business Support Manager I or IILocation: NoidaSchedule: US ShiftRole Description:Develop strong internal/external customer relations and networks with the purpose of driving same account growth...
-
Service Delivery Manager
2 days ago
Noida, India HCLTech Full timePlease share resumes to shine.albert@hcltech.comRole:Tower: DeliveryTrack: Service Delivery ManagementBand Level: E2.2Role: Service Delivery Manager IReports to: Business Support Manager I or IILocation: NoidaSchedule: US ShiftRole Description:Develop strong internal/external customer relations and networks with the purpose of driving same account growth...
-
Service Delivery Manager
2 days ago
Noida, India HCLTech Full timePlease share resumes to Role: Tower: Delivery Track: Service Delivery Management Band Level: E2.2 Role: Service Delivery Manager I Reports to: Business Support Manager I or II Location: Noida Schedule: US Shift Role Description: Develop strong internal/external customer relations and networks with the purpose of driving same account growth...
-
Service Delivery Manager
2 weeks ago
noida, India NTT DATA Services Full timeService Delivery Manager Lead a team of application development to plan technical deliverables to meet project’s requirements within allocated budget and schedule.Plan & collaborate across different domain application teams to manage technical and security related dependencies of the solutionPlan, monitor and manage risks/issues related to technical...
-
Service Delivery Manager
3 weeks ago
Noida, India HCLTech Full timeCustomer Satisfaction & RetentionUnderstand the client’s industry, business, and their critical business drivers.Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings).Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery.Manage...
-
Service Delivery Manager
3 weeks ago
Noida, India HCLTech Full timeCustomer Satisfaction & Retention Understand the client’s industry, business, and their critical business drivers. Ensure a robust governance process with all stakeholders (virtual and face to face participation in weekly/monthly meetings). Serve as a guide of escalation procedures, incident management, and other disciplines related to service delivery....
-
Service Delivery Manager
14 hours ago
Noida Sector 12, India HCLTech Full timePlease share resumes to :Tower: DeliveryTrack: Service Delivery ManagementBand Level: E2.2Role: Service Delivery Manager IReports to: Business Support Manager I or IILocation: NoidaSchedule: US ShiftRole Description:Develop strong internal/external customer relations and networks with the purpose of driving same account growth initiatives and enhanced...
-
IT Service Delivery Manager
2 months ago
Noida, India Bennett Coleman and Co. Ltd Full timeAbout the Position IT Service Delivery Areas of Responsibility · Provide support for key IT infrastructure initiatives (management and technology roll out) and related IT operation projects · Should be well versed with Cloud technologies (preferably Office 365 suite), Line of Business (LOB) Applications, Active Directory, MS-Exchange &...
-
IT Service Delivery Manager
4 days ago
noida, India Bennett Coleman and Co. Ltd Full timeAbout the Position IT Service Delivery Areas of Responsibility · Provide support for key IT infrastructure initiatives (management and technology roll out) and related IT operation projects · Should be well versed with Cloud technologies (preferably Office 365 suite), Line of Business (LOB) Applications, Active Directory, MS-Exchange &...
-
IT Service Delivery Manager
2 weeks ago
noida, India Bennett Coleman and Co. Ltd Full timeAbout the Position IT Service Delivery Areas of Responsibility · Provide support for key IT infrastructure initiatives (management and technology roll out) and related IT operation projects · Should be well versed with Cloud technologies (preferably Office 365 suite), Line of Business (LOB) Applications, Active Directory,...
-
Director of Service Delivery
3 months ago
Noida, India Aeris Full timeDirector of Service Delivery The "Internet of Things" (IoT) is expected to grow to $19 trillion over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients to fundamentally improve their businesses. Headquartered in Silicon Valley with...
-
Director of Service Delivery
4 days ago
noida, India Aeris Full timeDirector of Service Delivery The "Internet of Things" (IoT) is expected to grow to $19 trillion over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients to fundamentally improve their businesses. Headquartered in Silicon Valley with...
-
Director of Service Delivery
2 weeks ago
noida, India Aeris Full timeDirector of Service Delivery The "Internet of Things" (IoT) is expected to grow to $19 trillion over the next 10 years as 50 billion devices are brought online. Aeris is at the forefront of this industry, building networks and applications to enable Fortune 500 clients to fundamentally improve their businesses. Headquartered in Silicon Valley with...
-
Service Delivery Coordinator
3 days ago
noida, India HCLTech Full timeMajor ResponsibilitiesContract ManagementManage effective communications with internal and external customers.Effective, efficient resolution of problems/issues, leveraging internal resources.Timely and prompt response and resolution to problems/issues.Works in close partnership with sales and delivery partners to support reporting requirements within the...
-
Network Service Delivery Director
4 weeks ago
Noida, India HCLTech Full timeService Success Head/Service Delivery Director – Network Data and Voice ServicesJob ResponsibilityAccountable for overall delivery of Network Data and Voice services for Fortune 500 client.Ensure adherence to SLAs, monitoring and analyzing trends and introducing improvements or adjustments required to ensure consistent delivery. Monitor and analyze...