Service Delivery Manager
1 week ago
Job Description :
As a Service Delivery Manager, you will be responsible for below :
- Responsible for end-to-end management of Production support for a large account, act as a go-to person for solutioning, RFP/ Solutioning.
- Experience in managing delivery across all support layers ( L1,L2 and L3 ) including minor enhancements and automation initiatives.
- Drive thought leadership for next gen support processes in an Agile, automation first environment, define best practices and knowledge management protocols.
- Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently.
- Identify customer issues proactively, drive RCA reactively and maintain an excellent relationship with end-users and stakeholders.
- Provide up to date management reporting on regular basis to internal and external stakeholders.
What do we expect?
- 13+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for large customer.
- A fair degree of technical understanding of Data Engineering based Programs and Analytics
concepts involving Cloud based ETL BI-based programs preferably in Azure platform.
- Experience in various SDM areas including Service Management, Incident tracking Service Management, RCA, Problem management, change man.
- Experience in Managing Prod environment, incident / ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management.
- Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principle, solid resource planning and problem-solving skills.
- People Management - Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.
- Good understanding of DevOps tools/practices, monitoring tools and automation suites
- A fair degree of technical understanding of Data Engineering based Programs and Analytics concepts involving on-prem / Cloud based ETL & BI-based programs.
- Excellent interpersonal skills and communication skills.
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