Service Delivery Manager

3 weeks ago

Mumbai, India LTIMindtree Full time

Join Us
We at LTI Mindtree hiring for Service Delivery Manager
Education: Bachelors/Master's Degree in Computer Science or equivalent
Minimum Experience: 8-16 years
Notice Period: Immediate Joiners to 30 days
Location: Mumbai
Shift: Second shift (till 11PM IST)

Mandatory Skills: Stakeholder Management, Benefits Management, Pursuit/ Proposal Management, Risk/Crisis Management, Project Governance, Account Management & Mining

Job Summary: The Service Delivery Manager will oversee the support team to ensure adherence to Service Level Agreements SLAs manage reporting and escalations and minimize backlog for tickets problems and tasks

Key Responsibilities:
Lead and manage the support team to deliver highquality service and meet SLAs
Develop and implement strategies to reduce backlog and improve ticket resolution times
Monitor and analyze service performance metrics generating regular reports for senior management
Handle escalations promptly and effectively ensuring timely resolution of issues
Collaborate with clients to understand their needs and ensure service delivery aligns with their expectations
Conduct regular team meetings to review performance address challenges and plan improvements
Ensure compliance with company policies procedures and industry standards
Identify areas for process improvement and implement best practices
Provide training and development opportunities for support team members
Maintain strong relationships with clients stakeholders and team members
Manage resources budgets and timelines to ensure successful service delivery
Develop and maintain documentation for service delivery processes and procedures
Coordinate with other departments to ensure seamless service delivery
Foster a culture of continuous improvement within the support team
Ensure accurate and timely communication with clients regarding service issues and updates
Track and report on key performance indicators KPIs related to service delivery
Implement tools and technologies to enhance service delivery efficiency
Conduct regular performance reviews and provide feedback to team members
Stay updated on industry trends and best practices in service delivery management
Ensure a proactive approach to problem solving and issue resolution

Qualifications:
Bachelors degree in Business IT or a related field
Proven experience in service delivery management or a similar role
Strong leadership communication and problem solving skills

Interested candidate pls share below details with update resume at surbhi.ojha@ltimindtree.com

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