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Service Delivery Assurance Senior Manager
2 months ago
Shift Time: 5 PM to 2 AM IST
Work Location: Hebbal, Bangalore
Job Summary:
Service Delivery Assurance - Senior Manager is responsible for Operational performance of Service delivery for both Proactive and Reactive Services transactions at Diversified. Primary focus is maintaining business performance through OLAs, KPIs and SLAs fulfillment, and driving client satisfaction.
Primary Duties and Responsibilities:
- Provide strong management to the Service Operations team to help meet the business performance outcomes
- Responsible for ensuring the Service Delivery team fulfills all the Business Performance metrics for both Proactive and Reactive Services transactions.
- Responsible for Monitoring Service Performances against defined goals and targets
- Ensure all performance metrics across KPIs, OLAs and SLAs are evaluated and met as per goals and target defined
- Ensure to provide Business and Data Analytics to Performance gaps and misses, drive remediation plans in Services Operations.
- Identify all operational and delivery risks and propose recommendation actions to mitigate them
- Identify operational & delivery issues in scope and build service improvement action plan in partnership with rest of the service delivery stakeholders
- Enable regular cadences for performance and business reviews highlighting successes and plans to remediate identified opportunities with delivery roadmap insights
- Align the Service Management practices (ITIL framework)
- Responsible for Continual Service Improvement initiatives and projects supporting Operational performance measures and outcomes
- Communicating with all operational teams, providing status updates on delivery assurance plans and initiatives
- Drive process optimization across all service operation objectives focusing on delivery, quality and cost optimization as outcomes
Complexity :
- Stress tolerance and adaptability.
- Inter personnel conflict resolution.
- Ability to manage business ambiguities and work with functional and cross functional teams
- Ability to handle multiple issues and prioritize which issue resolution demands priority while balancing quality and service delivery to customers.
- Engage with Services leadership and other internal and external stakeholders
- Accommodate US Operating hours in the best possible coverage possible
Decision-Making Authority :
- Accountable for identifying issues that need to be escalated
- Process improvement
- Quality Control and operational governance and performance
Physical Working Environment :
- Office and Remote model may be applicable
- Use of computer, monitors, and communication tools. Sitting for long periods of time.
Job Qualifications :
Education/Certifications:
- Bachelor's degree (preferred)
- Project Management Professional (Optional)
- ITIL (Preferred)
- AVE certifications (Optional)
Required/Desired Knowledge, Experience and Skills:
- Minimum 5 years of Service Delivery management and service operations role
- 5-7 years of industry experience in Services
- Ability to read and interpret documents such as SOWs, agreements, proposals, operating instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to solve problems and deal with variables in situations where limited standardization exists.
- Ability to provide an excellent customer experience to clients through service transactions.
- Open to feedback and direction
- Accountable, reliable and takes ownership.
- Proficient with Microsoft Office Suite.
- Exceptional interpersonal & communication skills.
- Strong attention to detail.
- Ability to quickly switch between tasks and work under pressure with excellent results.
- Ability to work both independently and within a team.
- Excellent organizational skills & ability to maintain accurate records
- Ability to work in stressful situations.
- Ability to meet deadlines.
- Experience with ticketing systems (ConnectWise, Salesforce, Service Now, Remedy, Zendesk, etc)
- Experience with ERP and/or CRM applications.
