Service Delivery Manager

2 days ago

Chennai, India Resource Tree Full time

Role : Service Delivery Manager - Sustain "Azure"

Location : Chennai

Key Responsibilities :

1. Service Delivery Management :

- Oversee the delivery of services and solutions to ensure they meet or exceed client expectations.

- Develop and implement strategies to enhance service delivery efficiency and effectiveness.

- Act as the primary point of contact for clients, addressing any issues or concerns promptly.

- Track labour costs for all resources and report on a monthly basis

- Track metrics with respect to (and not limited to) the following :

- Total ticket/requests Received

- Average ticket/request Resolution Time

- Open vs. Closed ticket/requests

- Number of Production Issues

- Mean Time to Recovery (MTTR)

- Incident Root Cause Analysis (RCA)

2. Process Alignment :

- Collaborate with cross-functional teams to align processes and workflows with business objectives.

- Identify opportunities for process improvements and drive initiatives to optimize service delivery.

3. Team Management :

- Lead and manage a team of support engineers and leads, providing guidance, support, and performance feedback.

- Foster a collaborative and high-performance team environment.

4. New Project/Service Enablement and Retirement :

- Design comprehensive plans for the sustain of new projects

- Develop detailed timelines and milestones for project sustain

- Present these plans to leadership for review, feedback, and finalization.

- Take actionable steps based on leadership feedback and ensure seamless execution

5. Reporting and Documentation :

- Prepare and present regular reports on service delivery performance, project status, and team productivity.

- Maintain comprehensive documentation related to service delivery, architecture, chargeback processes, and project plans.

Required Qualification :

- Proven experience in a service delivery management role or similar position. 8+ years of experience

- Basic knowledge of Azure cloud services will be a plus

- Strong experience in project sustain

- Excellent leadership and team management skills.

- Exceptional problem-solving abilities and attention to detail.

- Strong communication and interpersonal skills.

Certifications (Not mandatory but good to have) :

- Certification in ITIL Foundation or higher.

- Project Management certifications (e.g., PMP, PRINCE2).

- Scrum Master certification (e.g., CSM, PSM) is a plus.

- Familiarity with service management tools and frameworks (e.g., ITIL, ServiceNow).

(ref:hirist.tech)

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