Service Delivery Manager

2 weeks ago

Bengaluru, Karnataka, India Alstom Full time

Req ID: 455511

Alstom’s transport networks and mobility solutions move people and goods efficiently and sustainably. As part of our team, you will lead the way to greener and smarter mobility worldwide.

Servicing Our Customers

  • Implement and manage the delivery of new capabilities aligned to service monitoring, availability and health.
  • Broker the implementation and management support of a new Operating Model across the service desk and command center space.

Core Responsibilities

  1. Drive the implementation and management of business intelligence within the department.
  2. Investigate and analyse business needs based on a strong understanding of business processes, drivers and priorities.
  3. Setup governance and manage adherence to operational budgets.
  4. Manage operational changes to supplier contracts.
  5. Manage relationships with external suppliers.
  6. Monitor asset performance and recommend corrective measures.
  7. Ensure the Request Fulfilment process operates in a truly end-to-end manner.
  8. Identify opportunities to automate service requests and liaise with the Digital Factory team.
  9. Drive improvement initiatives to enhance user satisfaction.
  10. Develop a broad technical understanding of IT functions.
  11. Manage a team of analysts/specialists and supervise their performance.
  12. Manage the Chatbot use cases for different IT scenarios.
  13. Collaborate with cross-functional teams to design and develop APIs for system integration.
  14. Define and track the KPIs for the chatbot operations.
  15. Design conversational AI experiences that engage end-users.
  16. Manage the RPA use cases.
  17. Identify candidates for automation in the request management catalogue.
  18. Develop sustainable processes to manage the completion of tasks.

Behavioural Attributes

  • Provide amazing experiences to internal and external customers.
  • Demonstrate a positive mindset and high levels of character and integrity.
  • Adviser and collaborate with others to develop strong working relationships.
  • Offer creative and innovative solutions.
  • Foster a high level of commitment among colleagues.
  • Create an environment that encourages people to think and act autonomously.
  • Take personal responsibility for making tough decisions.

Required Experience

  • 12+ years of relevant experience as a Sr Manager and domain owner within IT Operations.
  • Demonstrable experience providing leadership and strategic vision.
  • Sound understanding of financial and procurement topics in a global context.
  • Ability to manage supplier relationships through influence.
  • Track record working with IT Executives.
  • Experience in ITIL Foundations.
  • Strong analytical skills.
  • Detail-oriented and able to drive change.
  • Communication proficiency.

You will be proud to work with us. If you're up for the challenge, we'd love to hear from you.

Important to note

Alstom is an equal-opportunity employer that celebrates diversity.

Job Segment: Operations Manager, User Experience, Technical Support, Change Management, Business Intelligence, Operations, Technology, Management

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