Delivery Excellence Lead

5 days ago


Chennai, Tamil Nadu, India Resourcetree Full time

Resourcetree Job Opportunity

We are seeking a seasoned Delivery Excellence Lead to drive end-to-end management of Production support for a large account. As a key member of our team, you will act as a go-to person for solutioning, RFP/solutioning, and drive thought leadership for next gen support processes in an Agile, automation first environment.

About the Role

  • Manage delivery across all support layers (L1, L2, and L3), including minor enhancements and automation initiatives.
  • Drive Service Level Agreements against customer contracts within a 24x7 model, run war rooms for Priority 1 issues, and manage customer escalations efficiently.
  • Identify customer issues proactively, drive Root Cause Analysis 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 Azure platform.
  • Experience in various SDM areas, including Service Management, Incident tracking, Service Management, RCA, Problem management, change management.
  • Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principle, 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.

What We Offer

  • An estimated annual salary of $135,000 - $190,000 per year.


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