Service Delivery Manager

4 weeks ago

Hyderabad, Telangana, India Ivy comptech Full time

About the Role

Ivy Comptech is a leading provider of innovative solutions, and we're seeking a skilled Service Delivery Manager to join our team. As a key member of our operations team, you will be responsible for ensuring the efficient delivery of our services to our customers.

Key Responsibilities

  • Lead the frontline team and contribute to operations by delivering outstanding customer satisfaction, ensuring the efficient operation and quality compliance of the team, providing excellent leadership and team development, and ensuring that the team members are fully engaged to respond to all customer requirements in line with contractual and service level requirements.
  • Complement the overall direction of the program by assisting the manager in day-to-day operations management.
  • Ensure high team engagement by providing mentoring and guidance to direct reports, ensuring coaching and career discussions happen as expected.
  • Ensure customers are able to make contact when required and to be able to do so efficiently. Monitor and manage queue lengths and call wait times, keeping to a minimum. Ensure that all job responsibilities of all reporting staff are being carried out. Escalate as appropriate when services are affected.
  • Maintain all Service Level targets and ensure these are met on a daily, weekly and monthly basis. Monitor and identifies service level challenges.
  • Oversee the management of all incidents, queries or service requests through to successful resolution and closure. Assure the provision of incident management and support to customers and resolver groups in accordance with the standard procedures and customer obligations.
  • Ensure functional communication with customers and all service delivery teams. Act as a point of escalation for complaints, enquires or issues, in accordance with the complaints/escalation handling process.
  • Participate in client reviews and other required meetings as appropriate.
  • Ensure that business stakeholders are informed as and if required of major outages, utilizing the emergency message function of the Retail Service Desk.
  • Proactively identifies areas within scope that require improvement and delivers an improved procedure/process or tool.
  • Provide leadership to team members (technical, supervision, mentoring, goals setting, coaching, feedback, time management advice) to ensure they are able to deliver consistent and effective support to the customer. Ensure that team members attend appropriate training.
  • Continually drive change and improvement within the team. Foster a culture of improvement, including clear avenues for input of suggestions. Ensure worthwhile ideas are thoroughly considered for feasibility and implemented where warranted. Lead by example by always providing outstanding customer service throughout all communications with the customer, with strong teamwork and inter-team collaboration.
  • Participate in hiring activities and conducts candidate interviews when needed.
  • Conduct regular team meetings where customer-related issues are communicated along with current service performance and goals.

Specialist Skills and Experience Required

  • Good understanding of applying the ITIL framework
  • Experience of coaching and/or mentoring staff
  • Excellent verbal and written communication skills
  • An active/empathic listener
  • Excellent organizational skills with the ability to multi-task
  • Ability to manage own time effectively and to be prompt and punctual
  • Experience of working accurately and confidently with service desk tools and technology, such as ITSM, remote access, knowledge resources
  • Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
  • High level of professionalism and ability to maintain confidentiality.
  • Able to deliver high standards of Customer Service and recognise different customer needs
  • Ability to work under pressure and to tight deadlines.
  • Proven ability to build effective relationships with colleagues and customers and within a team
  • Flexibility to work in different shifts along with rotational week offs (including night shifts) with minimal notice.

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