Service Delivery Lead
3 weeks ago
Function: KGS Cyber MSS (IDM Team)
Position: Assistant manager
Location: Pune/Bangalore
Qualification:
• Graduation degree in any stream or equivalent / Post-Graduation degree/diploma
• Combined Experience of 10+Years & background in IAM and Cyber preferred
Job Summary
We are seeking a highly skilled Service Delivery Lead to oversee the managed service delivery of our Identity and Access Management (IAM) Clients. In this role, you will be responsible for ensuring the smooth and efficient delivery of IAM services, meeting client requirements and maintaining high levels of customer satisfaction.
Key Responsibilities:
Manage the overall service delivery of the IAM managed service project.
Collaborate with clients to understand their IAM needs and ensure service deliverables and KPIs are met.
Establish and maintain strong client relationships, acting as the single point of contact (SPOC) for all service delivery matters.
Define and implement service delivery processes and procedures aligned with industry best practices.
Coordinate and collaborate with cross-functional teams to ensure seamless service delivery.
Monitor and report on service metrics, KPIs, and SLA compliance to stakeholders.
Preparation of weekly, monthly, and quarterly reports
Proven experience of building and maintenance documentation and repository management
Gap analysis, Traceability matrix and other PMI proven skills
Identify opportunities for process enhancement, automation, and efficiency measures.
Provide regular status updates and reports to stakeholders, addressing any risks or escalations.
Conduct service review meetings with clients to discuss performance and improvement opportunities.
Stay informed on industry trends and emerging IAM technologies, incorporating them into the service delivery offering.
Requirements:
Proven experience as a Service Delivery management in the field of Identity and Access Management.
In-depth knowledge of IAM principles, concepts, technologies, and industry standards.
Strong understanding of service delivery management practices and methodologies.
Excellent interpersonal and communication skills, with the ability to engage effectively with clients and stakeholders.
Strong leadership skills, capable of motivating and managing team members to deliver high-quality services.
Experience in managing SLAs, KPIs, and driving service improvement initiatives.
Familiarity with IT service management frameworks such as ITIL.
Strong analytical and problem-solving abilities to address service delivery challenges.
Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities.
Relevant certifications in IAM or service delivery (e.g., CIAM, CRISC, CISM, ITIL) are a plus.
Behavioral/Team Skills:
• Excellent communication (written and verbal) and interpersonal skills
• Flexible to work in different time zones as per project requirements
• Adaptability to a variety of engagement types, working hours, work environments, and locations
• Demonstrated ability to work creatively and analytically in a problem-solving environment
• Desire to learn and contribute
• Driven and self-motivated approach to work
• Personal drive and positive work ethic to deliver results within tight deadlines and demanding situations
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