Service Delivery Lead

3 weeks ago

Bengaluru, Karnataka, India Espire Infolabs Private Limited Full time
Job Description

- Ensure the effective delivery of services to clients by managing resources, processes, and service delivery teams.
- Monitor and report on key performance indicators (KPIs) and service-level agreements (SLAs), ensuring performance is in line with agreed expectations.
- Act as the primary point of contact for clients regarding service-related issues, incidents, and escalations.
- Coordinate with other internal teams (technical, operations, etc.) to ensure service delivery meets client requirements.
- Develop and maintain strong relationships with key client stakeholders.
- Proactively communicate with clients to ensure they are satisfied with services and to identify areas for improvement.
- Conduct regular service reviews with clients to understand their needs and ensure continuous improvement.
- Manage, lead, and develop the service delivery team, ensuring they have the necessary skills and resources to perform effectively.
- Conduct performance reviews, provide training, and ensure alignment with the company's goals.v
- Foster a collaborative and customer-focused culture within the service delivery team.
- Identify areas for improvement in service delivery processes and drive changes to enhance efficiency, quality, and client satisfaction.
- Work with internal teams to improve operational practices and ensure continuous service improvement (CSI).
- Monitor the service delivery budget and ensure that services are delivered cost-effectively without compromising on quality.
- Allocate resources effectively across different projects and tasks to meet client needs and timelines.
- Strong understanding of IT services and delivery frameworks (e.g., ITIL).
- Excellent communication and interpersonal skills. Problem-solving and analytical skills.
- Strong leadership abilities, with experience managing cross-functional teams.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience with project management tools and service management software.
- Proficiency in Microsoft Office Suite and reporting tools.

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