Service Delivery Manager

3 weeks ago

india IO Full time

Job Summary


Our Client has an opportunity available for a Japanese N2/N3 Certified Service Delivery Manager in the Day 2 Operational Services (D2OS) team. This position will be focused on providing operational oversight on service delivery for D2OS clients and assisting with all aspects of multiple high-priority engagements. Service delivery typically includes incident, request, problem, and change management, and might include other processes as needed.This position will include an on-call rotation schedule to provide 24/7 support for clients’ Critical issues (Major Incident Management process).



Job Responsibilities/Essential Functions/Competencies


  • Provide operational oversight to multiple D2OS Clients.
  • Customer-facing for assigned clients for daily operations.
  • Attending all internal and external meetings related to assigned clients.
  • Participate in Onboarding new clients to operational readiness.
  • Experience in ITIL Service Management practices, including Incident, Change, Request, and Problem Management.
  • Daily review of all incidents, changes, requests, problems, and all D2OS monitoring tools for assigned clients.
  • Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.
  • Prepare and conduct Weekly Operations meetings for all assigned D2OS Clients.
  • Prepare and present operational reporting for the Monthly and Quarterly meetings.
  • Works with the Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support D2OS Clients.
  • Manage escalation bridges for critical incidents for D2OS Clients.
  • Create and present Root Cause Analysis for all Critical Incidents in collaboration with the technical support team.
  • Generate D2OS reporting and Key Performance Indicators.
  • Work closely and support Process and Compliance leadership.
  • Create and update documentation including Standard Operating Processes and Procedures.
  • Perform training of D2OS processes for new employees.
  • Build, develop, and maintain OEM and Vendor relationships as needed.
  • Participate in an on-call rotation to be the Service Delivery Escalation point 24 x 7 for all D2OS operational issues.



Qualifications


These are the qualifications that are necessary for someone to be considered for the position.

Education

  • Bachelor’s Degree in Business, IT, or related field or equivalent experience.


Certifications

  • ITIL certification is highly desirable.
  • N2/N3 Certification in Japanese
  • Should be conversant to read, write and Speak in Japanese


Work Experience

  • 5+ years of Incident Management, Request Management, Problem Management, or Crisis Management experience required.
  • Exposure to technology projects and project management is a plus.


Specialized Knowledge, Skills, and Abilities

  • Advanced Skills in MS Office applications including Excel, Word, OneNote, and Outlook
  • ServiceNow, Microsoft Teams, and SharePoint experience are a plus
  • Excellent documentation skills and attention to detail
  • Ability to communicate effectively with customers and co-workers
  • Ability to work both independently and in a team environment
  • Strong problem-solving, customer service, and conflict de-escalation skills
  • Strong communication skills (written, verbal, and presentation)


Salary - 20-25L per annum INR depending on experience

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