Service Delivery and Service Assurance

3 days ago

Kolhapur, India Pacific Placements and Business Consultancy Pvt. Ltd. Full time

The Service Assurance Manager will deliver an end to end view of service performance and customer experience across IT services. Delivered through the agreement of service levels with customers, ensuring compliance and communicating performance to key stakeholders (internal and external). The role will instigate, develop and implement Service Improvement activity in the event of underperformance or in line with changing business requirements.

**Responsibilities**:

- Build excellent relationships with designated customers in the business and shareholder areas to align IT Services to business objectives
- Define, Implement and Manage SLAs for assigned services and ensure delivery of service to agreed levels
- Understand business priority, ensure services are aligned to priority and translate and communicate priority throughout IT
- Develop a view of customer experience and service performance and deliver this insight to shareholders and internally
- Proactively identify (with MSP)and deliver service improvement plans (SIPs) required to maintain or improve service levels
- The Service Assurance Manager will hold regular Service reviews with shareholders to demonstrate performance and review service risks and undertake customer satisfaction measurement and improvement
- Act as an escalation point for incidents where exceptional business impact is experienced to ensure appropriate resolution
- Maintain a service risk register to manage, mitigate and accept operational risks to service and deliver improvements to mitigate risk
- Be the custodian of live service, approve changes to assigned services to ensure impacts are understood and service performance is not negatively impacted
- Ensure delivery of new services, including service level requirements, measurement capabilities and agreement with shareholders and internal business areas.

Qualifications:

- Hands on experience in setting up and enforcing IT development, Change Management, Quality Assurance, and Support Processes
- Agile and enthusiastic
- Ability to travel overseas up to 25%
- You have experience in the manufacturing environment
- You possess an excellent analytic sense, planning and problem solving skills
- You have knowledge and experience in project management, operations, quality and/or logistics.

**QUALIFICATION :GRADUATE /POST -GRADUATE**

**LOCATION :KOLHAPUR**

**Job Types**: Full-time, Regular / Permanent, Fresher

**Salary**: ₹150,000.00 - ₹200,000.00 per year

**Benefits**:

- Provident Fund

Schedule:

- Day shift
- Morning shift

Supplemental pay types:

- Performance bonus
- Yearly bonus

**Speak with the employer**
+91 7261943399

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