Service Delivery Manager

3 days ago

Dombivli, Maharashtra, India beBeeOperational Full time US$ 80,000 - US$ 1,50,000
Key System Operations Specialist

We operate a 24/7 technology service management operation unit that focuses on ensuring uninterrupted Technology Services to staff and customers. Our team leads service improvements, drives automation, and provides world-class customer and employee experiences.

Our services/applications are created via traditional, scrum, and agile methodologies, hosted and managed on private, public, & hybrid cloud, and also on-prem data centers across multiple international locations.

Key Accountabilities
  • Owning the Service Management platform, ensuring error-free operations in alignment with business needs and ITIL best practices.
  • Platform administration, AI-driven Automations, Optimizations & Integrations, License Management.
  • Driving policies and procedures to platform governance.
  • Initiate and Lead Tool enhancements and Automations for process improvements.
  • Provide subject matter expertise in the ITSM & CMDB tool Architecture and Service Map configurations.
  • Accountable for Request Management and drive Continuous improvement and volume reductions by adopting innovative and interactive technical solutions.
  • Lead KPI and Reporting for all Service management processes.
  • Manage vendors and contracts for BAU and Project Resources and track their performance.
  • Prepare annual team budget and manage expenses for the Service management team.
  • Manage and mentor the team of technical resources to drive organization objectives and platform stability.
  • Track and Manage the Risk and Audit Items for the team.
  • Provide support for planning and achieving the learning and development goals of the team.
Key Result Areas
  • Tools Enhancement and Management: Oversee end-to-end management, availability, and governance of the Service Management tools within the licensing agreement. Improves the capability of the tool using AI to institutionalize IT Processes. Development and enhancements of the Tools' UI as per HCD (Human Centric Design)
  • Service Reporting: Develop an interactive MIS dashboard based on KPIs and generate service reports for management meetings.
  • Request Governance: Establish a request governance process across technology teams and ensure SLA adherence.
  • Workflow Automation: Automate request workflows for quicker and more efficient fulfillment.
  • SLA for MAC Activities: Implement an SLA for all move, add, and change activities managed by our team for the Service Management tool.
  • Vendor and Finance Management: Organize financial documents in a central location, manage the annual budget, monitor expenses, and maintain vendor relationships with regular reviews.
  • Stakeholder Engagement/Management: Instruct stakeholders on distinguishing between requests and issues and manage them effectively. Set up a feedback system for identifying process improvement opportunities.
  • Risk, Audit, and Control Compliance: Proactively manage process risks and address any audit findings promptly.
  • Team Management: Provide clear deliverables to the team, identify development needs, perform regular check-ins, and ensure compliance with mandatory training and leave.

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