High Salary: Service Delivery Excellence Manager

2 days ago

Pune, Maharashtra, India beBeeServiceQualityManager Full time ₹ 1,50,00,000 - ₹ 2,50,00,000
Job Overview

We are seeking an experienced professional to drive business value outcomes through deliverables from Production teams and Own and manage Incidents, Problem records and Change management per ITIL standards.


Key Responsibilities
  • Drive business value outcomes through deliverables from Production teams
  • Own and manage Incidents, Problem records and Change management per ITIL standards
  • Work with Engineering to improve the alerting and monitoring mechanism for early detection of incidents
  • Ensure crisis is managed well with periodic updates to stakeholders
  • Work closely with the Engineering / product team to ensure automation of Production processes Promote Site Reliability Engineering culture
  • Leadership skills needed to lead technical improvements in systems negotiation with stakeholders for bringing best business demand outcomes
  • Bring effective collaboration among various IT teams for superior production performance
  • Oversee and manage service quality managers to assure top-notch business satisfaction
  • Lead service quality managers under each Value Stream to ensure knowledge is shared and upskill the team to effectively handle and improve service quality

Requirements
  1. Strong judgmental skills to identify and resolve problems whilst maintaining service performance time scales and quality of output
  2. A high level of communication and coordination skills required as the role needs to interact with various external and internal stakeholders on a day-to-day basis Ability to work with senior stakeholders and various global technical and business parties and drive all technical and business discussions Ability to prioritize and work independently within a diverse team environment
  3. About 8-9 years of IT experience with Big Data Hadoop Spark Scala as primary skill set Sound knowledge on Juniper Airflow Unix SQL and Control-M scheduling tools
  4. Strong influencing and negotiation skills with excellent interpersonal skills including verbal and written communication skills
  5. Ability to manage in a crisis and to make good and timely decisions in tough situations
  6. Demonstrate ability to handle multi-task to work independently and collaboratively with local regional and global teams
  7. Knowledge or experience in project management desirable
  8. Open to work in shifts non-regular hours weekends as per business requirements
  9. 10+ years of overall IT experience in driving service management service governance and service quality
  10. Proven experience in an IT Quality Management role or a similar capacity
  11. Expertise in IT service management systems and methodologies
  12. Strong leadership skills with a willingness to lead inspire and encourage a team
  13. Excellent communication and interpersonal skills
  14. A strategic thinker with strong problem-solving skills a proactive approach and a customer-focused mindset
  15. Able to demonstrate successfully handling of global stakeholders
  16. Experience in leading large complex applications in data technologies Experience in managing teams across multiple Jurisdictions
  17. Bachelor of Engineering preferred Hands-on experience and sound understanding of processes and standards ITIL Foundation certification preferred Knowledge and understanding of Banking domain and IT Infrastructure preferred

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