Service Delivery Leadership Expert

1 week ago

Mumbai Pune, India beBeeServiceDeliveryManager Full time US$ 1,50,000 - US$ 2,00,000
Job Overview

The position of Service Delivery Manager encompasses strategic leadership, operational expertise, and customer satisfaction. This role is instrumental in ensuring the successful delivery of multiple projects while maintaining high-quality standards.

Key Responsibilities:
  • Oversee project execution, guaranteeing timely completion within budget and adhering to strict quality benchmarks.
  • Develop and implement strategies that enhance efficiency and foster exceptional customer experiences.
  • Maintain stringent service level agreements (SLAs) and continuously monitor performance metrics.
  • Provide technical guidance to development teams, emphasizing best practices in coding, architecture, and design.
  • Collaborate with stakeholders to establish project scope, objectives, and deliverables.
  • Regularly evaluate and report on service delivery performance, identifying areas for improvement.
  • Adhere to Agile methodologies, fostering alignment among team members.
  • Guide and mentor team members on SRE principles and continuous improvement initiatives.
  • Encourage a culture of continuous learning, upskilling, and cross-skilling, as well as AI-driven interventions.
  • Ensure that customer feedback is collected, analyzed, and effectively implemented to enhance service quality.
Essential Skills:
  • Must possess extensive experience in maintenance and support projects, coupled with a solid understanding of SDLC phases.
  • Should be proficient in at least one of the following technology stacks: .Net Fullstack (+ React or Angular + PL-SQL), Java Fullstack (+ React or Angular + PL-SQL), or Mainframe (COBOL, DB2, AS-400 etc.).
  • Should have a basic grasp of DevOps concepts, including CICD, SAST/DAST, branching strategy, Artifactory and packages, YAML, etc.
  • Should possess strong incident management skills, reviewing shift and roster plans, and having a good working experience in support & maintenance projects.
  • Project management skills, covering project planning, timelines, resources, budgets, risks, mitigation plans, escalation management, change request creation, transition planning, and management, etc.
  • Excellent communication and convincing power.
  • Strong team collaboration and leadership abilities.
Desirable Skills:
  • Should have knowledge of SRE principles, such as Observability, Resiliency, SLA-SLI-SLO, MTTx.
  • Basic knowledge of Observability tools like Splunk/AppDynamics/Dynatrace/Prometheus/Grafana/ELK stack.
  • Understanding of Chaos Engineering, Self-healing, auto-scaling, and basic knowledge of one cloud platform (Azure OR AWS OR GCP).
  • Ability to create use cases for automation and AI-driven solutions.
  • Knowledge of a scripting language (Python/Bash/Bash).

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