Service Delivery Manager

4 weeks ago

ChennaiHyderabad, India Resourcetree Full time

Key Responsibilities:

  • Oversee end-to-end production support for a large account, serving as the primary point of contact for solutioning and RFP/solutioning.
  • 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, defining best practices and knowledge management protocols.
  • Understand and manage SLA against customer contracts within a 24x7 model, running war rooms for P1 issues and managing 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.

Qualifications:

  • 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 & 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.
  • Strong knowledge in SLA Management, Incident/response tools, and Release management.
  • Good understanding of DevOps tools/practices, monitoring tools, and automation suites.
  • Excellent interpersonal skills and communication skills.

Company Requirements:

Resourcetree seeks a seasoned IT professional to take on the role of Service Delivery Manager, overseeing the end-to-end production support for a large account. The ideal candidate will have a strong background in IT service delivery, with experience in managing delivery across all support layers, driving thought leadership for next-gen support processes, and providing up-to-date management reporting to stakeholders.

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