Service Delivery Manager

3 days ago

Bengaluru, India Bay Area TeK Solutions LLC Full time
Role : Service Delivery Manager ( Japanese Language Expert )

This position will be focused on providing operational oversight on service delivery for D2OS clients and assisting with all aspects of multiple high-priority engagements. Service delivery typically includes incident, request, problem, and change management, and might include other processes as needed. This position will include an on-call rotation schedule to provide 24/7 support for clients' Critical issues (Major Incident Management process).

Job Responsibilities/Essential Functions/Competencies

Provide operational oversight to multiple D2OS Clients.Customer-facing for assigned clients for daily operations.Attending all internal and external meetings related to assigned clients.Participate in Onboarding new clients to operational readiness.Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for assigned clients.Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.Prepare and conduct Weekly Operations meetings for all assigned D2OS Clients.Prepare and present operational reporting for the Monthly and Quarterly meetings.Works with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.Manage escalation bridges for critical incidents for D2OS Clients.Create and present

Root Cause Analysis

for all Critical Incidents in collaboration with the technical support team.Generate D2OS

reporting

and Key Performance Indicators.Work closely and support Process and Compliance leadership.Create and update documentation including Standard Operating Processes and Procedures.Perform training of D2OS processes for new employees.Build, develop, and maintain OEM and Vendor relationships as needed.Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.Qualifications

These are the qualifications that are necessary for someone to be considered for the position.

Education

Bachelor's Degree in Business, IT, or related field or equivalent experience.Certifications

ITIL certification is highly desirable.Work Experience

5+

years of

Incident Management, Request Management, Problem Management, or Crisis Management

experience required.Exposure to technology projects and project management is a plus.Specialized Knowledge, Skills, and Abilities

Advanced Skills in MS Office applications including Excel, Word, OneNote, and OutlookServiceNow, Microsoft Teams, and SharePoint

experience are a plusExcellent documentation skills and attention to detailAbility to communicate effectively with customers and co-workersAbility to work both independently and in a team environmentStrong

problem-solving, customer service, and conflict de-escalation skillsStrong communication skills (written, verbal, and presentation)

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