Service Delivery Excellence Manager

1 week ago

Mumbai Mumbai City Navi Mumbai, India beBeeService Full time ₹ 6,00,000 - ₹ 8,00,000

Transform your career with this exciting opportunity as a Service Delivery Excellence Manager.

Job Role:

· Champion an IT service culture that drives exceptional performance and customer satisfaction.

· Oversee the development of ITSM-based management processes and controls to ensure quality meets business objectives.

· Promote ongoing service improvements to enhance quality and customer satisfaction with IT services.

· Take ownership and resolve service management issues that arise in connection with our services, ensuring timely resolution and minimal disruption.

· Review service metrics (KPIs) to identify areas for improvement and recommend changes to enhance service delivery.

· Coordinate inter-process changes with process owners to drive seamless service delivery.

· Create and maintain the catalogue description of existing services offered by us.

· Formulate and agree on an appropriate SLM structure for service delivery.

· Ensure effective OLAs/SLAs are in place to support new services.

· Analyze and review actual service performance against SLAs and OLAs to identify areas for improvement.

· Provide regular reports on service performance and achievement to stakeholders.

· Review SLA targets and metrics where necessary to ensure alignment with business objectives.

· Review OLA targets and metrics where necessary to ensure optimal service delivery.

· Review third-party underpinning agreements where necessary to ensure compliance.

· Agree on actions to maintain or improve service levels and implement accordingly.

· Be the single point of ownership for the effective provision of systems and services to customers.

· Proactively identify and implement service improvements to enhance overall service delivery.

· Approve acceptance into production of new systems and services after thorough evaluation.

· Oversee the recruitment of operational staff to ensure the right talent is hired for the job.

· Provide service reports on service delivery performance and quality to stakeholders.

· Offer a range of IT availability reporting to ensure agreed levels of availability, reliability, and maintainability are measured and monitored.

· Provide holistic management of availability that includes people, processes, and technology.

· Take corrective actions to achieve reductions in frequency and duration of incidents impacting IT availability.

· Ensure shortfalls in IT availability are recognized and addressed promptly.

· Assist with negotiating, agreeing, and maintaining SLAs in conjunction with client requirements.

· Analyze and review actual service performance against SLAs and OLAs for service areas under scope.

· Provide input and assist in developing regular reports on service performance and achievement for stakeholders.

· Serve as a coordination point for any temporary changes to service levels.

Benefits:

· Competitive salary and benefits package

· Opportunities for professional growth and development

· Collaborative and dynamic work environment

Required Skills and Qualifications:

· Strong leadership and communication skills

· Excellent problem-solving and analytical skills

· Ability to work in a fast-paced environment

· Experience in IT service management

Others:

· Must be able to work in a team environment

· Must be willing to learn and adapt to new technologies

· Must have excellent time management skills

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