Service Delivery Manager

2 days ago

Hyderabad Secunderabad Telangana, India beBeeDelivery Full time ₹ 8,00,000 - ₹ 12,00,000
Job Title: Service Delivery Manager

This is a highly sought-after role for an experienced professional who will be responsible for delivering high-quality service to our customers. The successful candidate will have excellent organizational skills and the ability to prioritize tasks effectively.

  • Key Responsibilities:
  • Align daily activities with the company's vision and mission, ensuring all team members are working towards common goals.
  • Maintain the security and integrity of intellectual property.
  • E nsure adherence to all company policies and procedures.
  • Service Desk Operations:
  • Manage the help desk call logging system, guaranteeing it meets the required standards.
  • Oversee service desk calls, monitor response times, and ensure high customer satisfaction levels.
  • Handle escalations efficiently, including managing aggressive users and reporting issues promptly.
  • Manage training programs and generate daily SLA reports.
  • Audit tickets and coach the team to enhance performance metrics.
  • Foster a positive work environment by motivating the team, conducting regular performance reviews, and providing constructive feedback.
  • Maintain healthy KPIs and KRAs to track team performance accurately.
  • Technical Support:
  • Provide hardware and software support as needed.
  • Manage and maintain the Office 365 environment, encompassing Exchange Online, SharePoint Online, OneDrive, Teams, and related services.
  • Offer technical assistance for Windows 10 & 11, O365, Outlook, mobile devices, networking, and printers.
  • H old exposure to servers, networking, and Active Directory management.
  • Ensure compliance with software license requirements and assist in security and compliance tasks (DLP, Data Lifecycle Management, Information Protection).
  • Configure and manage user accounts, permissions, licenses, and Intune for mobile device management (MDM) and mobile application management (MAM).
  • Reporting & Documentation:
  • Develop daily, weekly, and monthly reports on help desk productivity metrics.
  • Stay up-to-date with changes and trends in system information and technology updates.
  • Provide regular written status updates on projects to management and the team.
  • Project Management:
  • Participate in and lead IT projects as assigned.
  • Identify and communicate potential risks that may impact deadlines.
Essential Skills and Qualifications:
  • Technical Skills:
  • Demonstrate strong knowledge of Office 365, encompassing Exchange Online, SharePoint Online, OneDrive, Teams, and Intune.
  • Showcase experience with Microsoft Security and Compliance Portal for DLP, Risk Management, and Defender.
  • Display proficiency in ITSM tools, ITIL processes, Incident, Change, and Problem Management.
  • Demonstrate familiarity with scripting languages like PowerShell, which is a plus.
  • Exhibit troubleshooting and problem-solving skills for hardware, software, and network issues.
  • Show experience with Active Directory and server/network management.
  • Professional Skills:
  • Exhibit excellent written and verbal communication skills.
  • Demonstrate strong customer relationship management skills.
  • Show the ability to work under pressure and meet daily deadlines.
  • Exhibit strong attention to detail, confidentiality, and integrity.
  • Display team-oriented behavior with a commitment to excellence.
  • Demonstrate a strong understanding of business objectives and organizational structure.
  • Certifications (Preferred):
  • Microsoft certifications such as MCP, MCITP, or MCSE are a plus.
Personal Attributes:
  • Demonstrate strong work ethics and trustworthiness.
  • Show self-motivation with the ability to operate independently.
  • Exhibit proactive thinking with strong interpersonal and negotiation skills.
  • Demonstrate problem-solving capabilities and adaptability.

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