Service Delivery Manager

4 weeks ago


Chennai, Tamil Nadu, India Resourcetree Global Services Full time

Job Title: Service Delivery Manager

About the Role:

We are seeking an experienced Service Delivery Manager to join our team at Resourcetree Global Services. As a Service Delivery Manager, you will be responsible for the end-to-end management of production support for a large account, acting as a go-to person for solutioning, RFP/Solutioning.

Key Responsibilities:

  • Manage delivery across all support layers (L1, L2, and L3), including minor enhancements and automation initiatives.
  • Drive thought leadership for next-gen support processes in an Agile, automation-first environment, define best practices, and knowledge management protocols.
  • Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues, and manage customer escalations efficiently.
  • Identify customer issues proactively, drive RCA reactively, and maintain an excellent relationship with end-users and stakeholders.
  • Provide up-to-date management reporting on a regular basis to internal and external stakeholders.

Requirements:

  • 13+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for a large customer.
  • A fair degree of technical understanding of Data Engineering-based Programs and Analytics concepts involving Cloud-based ETL BI-based programs preferably in the Azure platform.
  • Experience in various SDM areas, including Service Management, Incident tracking Service Management, RCA, Problem management, change management.
  • Experience in managing Prod environment, incident/ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery and process management on Service Management.
  • Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principles, solid resource planning, and problem-solving skills.
  • People Management - Managing team morale and building a high-energy, high-performance team. Plan and execute people rotation, training, and mentoring.
  • Good understanding of DevOps tools/practices, monitoring tools, and automation suites.
  • Excellent interpersonal skills and communication skills.


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