Service Delivery Manager

3 weeks ago

Chandigarh, Chandigarh, India Innovation Technology By Design Full time
Job Description

The Associate Service Delivery Manager is responsible for overseeing the activities and responsibilities of the service desk team. As a key member of this management team, the ASDM provides high-level technical assistance to the team and ensures that service and support are delivered to customers at agreed levels.

Key Responsibilities:

  • Manage the daily activities of the onsite and remote service team.
  • Act as the customer's single point-of-contact for problem identification and resolution for issues escalated by the team.
  • Improve the usage of IT Support resources and increase the productivity of the team.
  • Communicate effectively with all parties to ensure customer expectations are met.
  • Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status updates to clients as necessary.
  • Perform customer follow-up to verify final resolution and determine satisfaction levels.
  • Interface with technical personnel to resolve customer problems that cannot be resolved effectively.
  • Provide accurate reports and metrics to company management on the status and budget of ongoing projects and agreements.
  • Understand the overall service desk objectives and the role and function of each team member.
  • Manage the development of the team by ensuring daily tasks and activities align with their career interests.
  • Assist the remote service team in design and development tasks.
  • Mentor onsite and remote service team members during technical escalations.
  • Drive problem investigations and resolution as required.
  • Ensure risks are identified, communicated, and mitigated, and that services and projects are delivered successfully.
  • Design and maintain process documentation for the service team.
  • Manage the implementation of change efficiently and effectively.

Additional Duties and Responsibilities:

  • Identify areas for improvement and suggest constructive changes.
  • Continuously seek opportunities to increase customer satisfaction and deepen customer relationships.
  • Escalate remote service desk issues to the SDM as required.
  • Ensure consistency of existing systems by creating, maintaining, and enforcing standards and procedures for implementing technical solutions.
  • Communicate escalated issues to customers, keeping them informed of progress and notifying them of impending changes or agreed outages.
  • Develop business awareness, including knowledge of the customer and how IT relates to their business strategy and goals.
  • Develop in-depth knowledge of the service catalogue and how it relates to customer needs.
  • Be involved in the design and building of new services.
  • Conduct performance evaluations and mentor team members with less experience.
  • Develop training programs to develop and refine the skills of the remote service desk team.
  • Facilitate regular service team meetings and service board reviews.
  • Document internal processes and procedures related to duties and responsibilities.
  • Enter time and expenses in ConnectWise as they occur.
  • Review and approve the remote service team's time and expenses sheets in ConnectWise.
  • Enter all work as activities, service tickets, or project tickets into ConnectWise.
  • Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Relevant Additional Information:

  • Experience with Managed Service Providers or MSP platform companies.
  • Service Delivery exposure for US-based customers.
  • Client relationship management exposure.
  • Knowledge of cross-functional management methods and techniques.
  • Knowledge of IT applications, processes, software, and equipment.
  • Excellent communication skills.
  • Problem-solving skills.

Our Culture and You:

At Innovation Technology By Design, we promote a community of collaboration and engagement. Our passionate and positive leadership team is invested in your success. We work hard and have fun while dreaming big.

Our employees have indicated that at IT by Design, they will find a home where their passion and career goals finally intersect, allowing them to live a life full of purpose.

Benefits:

  • Competitive salary and benefits.
  • Great work-life balance.
  • Medical insurance coverage worth INR 5 Lakh for employees and their immediate family.
  • Term Life insurance worth INR 20 Lakh.
  • Community-based engagement clubs.
  • Subsidized meals and discounted medical check-ups for all employees.
  • Community Wellness programs for employees' wellbeing.
  • The CEO's personalized 'Life by Design' program for leading a fulfilling life.

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