Customer Service Delivery Leader
6 days ago
Job Description:
HARMAN India is seeking a highly experienced Customer Service Delivery Leader to join our team.
The successful candidate will be responsible for leading the 24x7 Tier 2 support team to ensure effective and efficient operational support of Ignite product hosted in cloud infrastructure.
The ideal candidate will have a strong background in cloud technical experience, ITIL project management, and vendor management skills.
Responsibilities:
- Lead the 24x7 Tier 2 support team to ensure effective and efficient operational support of Ignite product hosted in cloud infrastructure
- Develop and implement operational service management processes to ensure quality, efficiency, productivity, and agility goals are achieved
- Collaborate with cross-functional teams to ensure good coordination of IT changes without impacting business processes
- Define, document, agree, monitor, measure, report, and review the level of IT services provided
- Monitor and improve customer satisfaction with the quality of service delivered
- Monitor service performance against SLAs
- Ensure that proactive measures to improve the levels of service delivered are implemented wherever it is cost-justifiable to do so
- Review and revise underpinning agreements and service scope
- Produce service reports
- Conduct service reviews and instigate improvements within an overall Service Improvement Plan
- Supports the sourcing strategy and provides oversight for IT vendors' relationship management
Requirements:
- 10-12 years of experience in IT, with at least 5 years of experience in customer support projects
- B.Tech/B.E/M.Tech in E&C or Computer Science
- ITIL/PMP Certifications
- Displays a calm demeanor in critical situations
- Application support hands-on experience (not IT/help desk support)
- Ability to work in shifts in a 24x7 and night shift for long-term
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