Associate Service Delivery Manager

11 hours ago

delhi, India Innovation Technology By Design Full time

The Associate Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the ASDM is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

Education and Experience:

Looking for Graduate/Postgraduate; preferably in IT
10+ Years of related experience

Responsibilities:

Manage the onsite and remote service team’s daily activities.
Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
Improve usage of IT Support resources and increase productivity of the team.
Communicate with all parties in a constructive manner to guarantee customer expectations are met.
Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
Perform customer follow-up to verify final resolution and determine satisfaction level.
Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
Understand overall service desk objectives, as well as the role and function of each team member.
Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
Assist the remote service team in design and development tasks.
Mentor onsite & remote service team during technical escalations.
Drive problem investigations and resolution as required.
Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
Design and maintain process documentation for the service team.
Manage the process of implementing change efficiently and effectively.

Additional Duties & Responsibilities:

Identify areas for improvement and make constructive suggestions for change.
Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
Escalate remote service desk issues to the SDM as required.
Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions.
Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.
Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals.
Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
Involvement in the design and building of new services.
Conduct performance evaluations and mentor those with less experience.
Develop training programs to develop and refine the skills of the remote service desk team.
Facilitate regular service team meetings and service board reviews.
Document internal processes and procedures related to duties and responsibilities.
Responsible for entering time and expenses in ConnectWise as it occurs.
Review and approve the remote service team’s time and expenses sheets in ConnectWise.
Enter all work as activities, service tickets, or project tickets into ConnectWise.
Review IT publications and online materials to remain up to date with current and future technologies emerging in the industry.

Relevant Additional Information:

Experience with Managed Service Providers or MSP platform companies.
Have Service Delivery exposure for US based customers.
Client relationship management exposure.
Knowledge in cross functional management methods and techniques.
Knowledge of IT applications, processes, software, and equipment.
Excellent Communication.
Problem solver.

Our Culture and You:

What does the day in life look like for the Associate Service Delivery Manager?
You come to work each day in an environment that promotes a community of collaboration and engagement. You work closely with a passionate and positive leadership team that is invested in your success. We work hard and have fun while dreaming big.
Our employees have indicated that at IT by Design they will find a home where their passion and career goals finally intersect for them to live a life full of purpose.

Benefits:

Competitive salary and benefits.
Great work-life balance.
Medical insurance coverage is worth INR 5 Lakh for employees and their immediate family.
Term Life insurance worth INR 20 Lakh.
Community-based engagement clubs.
Subsidized meals and discounted medical check-ups for all the employees.
Community Wellness programs for employees' wellbeing.
CEO’s personalized ‘Life by Design’ program for leading a fulfilling life.

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