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Service Delivery Excellence Manager

2 weeks ago

Bengaluru, Karnataka, India ITC Infotech Full time
Job Overview

The Service Delivery Lead plays a pivotal role in ensuring the successful delivery of services to clients. This involves managing client relationships, coordinating with various teams, monitoring performance, and guaranteeing services are delivered within agreed-upon service level agreements (SLAs).

Key Responsibilities:
  • Oversee the end-to-end delivery of services to clients, ensuring they meet quality standards, SLAs, and client expectations.
  • Act as the primary point of contact for clients, ensuring open communication, addressing concerns, and building strong, long-lasting relationships.
  • Lead, motivate, and support cross-functional teams to ensure the effective execution of service delivery.
  • Identify and resolve service delivery issues, ensuring minimal disruption to clients and maintaining high satisfaction levels.
  • Continuously review and improve service delivery processes to enhance efficiency, effectiveness, and customer satisfaction.
  • Track and report on service performance metrics, ensuring SLAs and KPIs are consistently met.
  • Work closely with other departments to ensure services are delivered according to defined requirements.
  • Proactively identify and mitigate potential risks or challenges related to service delivery.
  • Prepare regular reports on service delivery performance, client feedback, and ongoing improvements.
  • Handle escalations from clients, addressing concerns and ensuring timely resolutions.
Qualifications:
  • A Bachelor's degree in Business, IT, or a related field is often preferred.
  • At least 10 - 12 years of experience in service delivery preferably in IT industry.
  • Knowledge and understanding of IT environments – servicedesk operations and infrastructure support.
  • Strong leadership and team management abilities.
  • Excellent communication and interpersonal skills.
  • In-depth knowledge of service delivery processes and methodologies.
  • Experience with service management tools.
  • Strong analytical and problem-solving skills.
  • Ability to manage multiple projects and priorities simultaneously.