Service Delivery Manager

1 month ago

Bengaluru, Karnataka, India Alstom Full time

About the Role

We are seeking an experienced IT leader to drive the implementation and support of new capabilities aligned to service monitoring, availability, and health. This role will broker the implementation and management support of a new Operating Model across the service desk and command center space.

Key Responsibilities

  • Provide vision and leadership to ensure maturity of business intelligence within the department.
  • Collaboratively investigate, analyse, and interpret business needs based on a strong understanding of business processes, drivers, and priorities.
  • Setup governance and manage adherence to operational budgets.
  • Manage operational changes to supplier contracts.
  • Manage relationships with external suppliers.
  • Monitor asset performance and recommend corrective measures.
  • Ensure the Request Fulfilment process operates in a truly end-to-end manner, integrated with other resolver group processes, and all Service Integrator roles are clearly identified and fulfilled.
  • Identify opportunities to automate service requests and liaise with the Digital Factory team to implement newer ideas to make the process leaner.
  • Identify improvement opportunities to drive better user satisfaction, both in terms of providing a simplified interface for submission of requests and the time taken to fulfill them.
  • Maintain oversight of the end-to-end global process, resolving exceptions, and dealing with queries in a consistent and timely manner.
  • Work across functional teams to assess opportunities for improving efficiency, implement, and operate automation capabilities.
  • Manage a team of analysts/specialists and supervise their performance.
  • Manage Chatbot use cases for different IT scenarios, collaborate with cross-functional teams to design and develop APIs for system integration and information retrieval, and build and execute the roadmap for the chatbot.
  • Manage RPA use cases, identify candidates for automation, develop sustainable processes, and manage day-to-day operational issues related to RPA execution.
  • Manage end-point automations for self-service and/or self-heal capabilities, collaborate with the workplace and other functional teams, and drive self-service initiatives.
  • Manage business relationships with Service Desk and other stakeholders to guide and influence successful delivery of service in accordance with service level agreements/contracts.
  • Establish best practices through the entire technical support process and provide customer feedback to the appropriate internal teams.

Behavioural Attributes

  • Provide amazing experiences to both internal and external customers by seeing the big picture, understanding needs, and tying them to results, and driving value.
  • Demonstrate a positive mindset, high levels of character, and integrity, and a keen awareness of continuous improvement.
  • Advise and collaborate with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts.
  • Offer creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs.
  • Foster the highest level of commitment among our people through transparent communication about business challenges, successes, and results.
  • Create an environment which encourages people to think, behave, take action, control work, and make decisions autonomously to attain clear goals.
  • Take personal responsibility for making tough decisions, meeting commitments, and ensuring expected results are achieved.

Required Experience

  • 12+ years of relevant experience as a Sr Manager and domain owner within IT Operations.
  • Demonstrable experience providing leadership and strategic vision within the area of responsibility.
  • Sound understanding of financial and procurement topics in a global context.
  • Ability to manage supplier relationships through influence.
  • Track record working with IT Executives, exhibiting composure, credibility, and technical acumen.
  • Experience in ITIL Foundations with subject matter expertise in Event, Incident, Problem, and Change Management processes.
  • Strong analytical skills with the ability to synthesise the ecosystem and relationships of various IT technologies for the delivery of business services.
  • Detail-oriented, knowing how to drive change to promote order, control, and consistency into an Operations environment.
  • Communication Proficiency.

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