Service Delivery Manager

4 weeks ago

chandigarh, India Innovation Technology By Design Full time
Reporting to: Director NOC Service Delivery
Location: India (Chandigarh & Noida)
Work Model: WFO
ELIGIBILITY:
• Looking for a Graduate/Postgraduate.
• 10+ years of related experience.
JOB OVERVIEW:
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.
MUST HAVES:
• Maintain a deep understanding of relevant technologies and industry trends to provide technical guidance and expertise.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6 - 12 months’ time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
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 ConnectWise as it occurs.
• Review and approve the remote service team’s time and expenses sheets in ConnectWise.
• Enter all work as activities, service tickets, or project tickets into ConnectWise.
• Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.
Relevant additional information:
Experience with Managed Service Providers or MSP platform company’s
Have Service Delivery exposure for US based customers.
Client relationship management exposure
Knowledge in cross functional management methods and techniques
Knowledge of IT applications, processes, software, and equipment
Excellent Communication
Problem solver
Understanding of local labor laws.
ABOUT US:
IT By Design is a global IT infrastructure management company with headquarters in Jersey City, New Jersey. We specialize in providing complete IT solutions and support including 24X7 Helpdesk, SOC, NOC, Cloud, Cyber Security and Business Continuity services.

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