SDM Workplace

JOB DESCRIPTION Req ID:     We are currently seeking a SDM Workplace to join our team in Bangalore, Karnātaka (IN-KA), India (IN). Job Title: Service Delivery Manager - Workplace & Service DeskOverview:The Service Delivery Manager (SDM) oversees and supervises the timely delivery of high-quality services from TAF Partner to the respective service recipients within MBAG, ensuring adherence to agreed-upon standards.As a SDM for Workplace Services, you will play a pivotal role in ensuring that MBAG workplace environments are equipped to support their business objectives effectively. Your leadership, technical expertise, and customer-focused approach will be instrumental in driving the success of the Service Delivery management.If you are passionate about delivering exceptional workplace experiences and thrive in a dynamic, client-facing role, we invite you to apply for this exciting opportunity.Key Responsibilities:Supplier Performance:-The SDM team is responsible for the service performance of the supplier.-Conduct regular meetings with operations teams to review service performance, gather feedback, and identify opportunities for improvement.-Prepare regular reports on workplace service delivery performance, including SLA compliance, customer satisfaction levels, and incident resolution times.-The team discusses these contractual reports, KPIs, and dashboards with the TaF-Partner to ensure a high level of service fulfillment and complete availability of information. If the service quality is inadequate, corrective actions are initiated.-Analyze performance data to identify trends, issues, and opportunities for improvement.-Present performance reports to tower leads, providing insights and recommendations for enhancing workplace services.Quality and Risk Management:-Monitor service delivery metrics and key performance indicators (KPIs) to assess performance, Service quality and identify areas for enhancement.-Monitoring and ensuring the quality assurance of the CMDB accuracy.-Setting up an internal control system for long-term risk monitoring, including risk reports and mitigation actions.-Regular feedback and Customer Satisfaction (CSAT) interactions with the business customers should be conducted.Claims and Change Management:-The SDM is responsible for the claims management process, which includes monitoring, Spot-checks, Exceptions approval etc.-The team is responsible for identifying change interdependencies across multiple towers. Mitigate risks associated with changes and minimize their impact on service delivery.Escalation Management:- Service Delivery Management serves as the escalation point for issues related to services, quality, and performance that are not tied to a specific ticket but rather impact the overall satisfaction of the business with the service.Required Skills:Proven experience in service delivery management, preferably in workplace services or related areas.Sound knowledge of continuous improvement methodologies.Overarching understanding of the service portfolio.Deep understanding of the technology streams: WPSD, DC/SAP & Network.Experience in process analysis and process optimization.Experience with operational processes according to ITIL.High methodological competence, particularly good knowledge, and experience in project management.Structured and organized way of working, with very good time management skills.Outstanding analytical and conceptual skills for structuring complex issues.Very good skills in creating presentations suitable for management and visualizing complex contexts.Strong self-initiative and independence, along with team spirit and teamwork.Expertise in using business consulting methods, tools, and standards, and ability to apply them independently.Clear, precise, convincing, and appropriate communication in various situations.Negotiation skills and a strong focus on goals and results.Confidence in dealing with stakeholders, colleagues, and suppliers in an international and intercultural environment.Ability to assess new changes regarding correctness and completeness.Familiarity with methods ensuring quality.Advanced level of English proficiency.Excellent communication and interpersonal skills, with the ability to engage effectively with Customers, vendors, and internal teams.High customer orientation. 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