Service Delivery Manager

4 days ago


Mumbai, Maharashtra, India PerkinElmer Full time ₹ 15,00,000 - ₹ 25,00,000 per year

Key Responsibilities:

  • Complete application onboarding proof of concept (PoC) and validate systematic application onboarding process for scalability and further rollout
  • Systematically onboard applications into CMDB, capturing required information like support information and ownership
  • Service desk backlog review for incidents and closure campaign with measurable KPIs to reduce aged tickets
  • Establish service catalog and resolution time standards for service requests for applications scope
  • Design and document VIP/White Glove support processes (define qualifications, changes, and prioritization)
  • Maintain and enhance service management applications (IT Service Management tools, monitoring systems, automation platforms)
  • Configure workflows and processes within service management tools
  • Implement automation solutions to reduce manual tasks and improve efficiency
  • Generate reports and dashboards for service performance metrics
  • Support integration between various service management platforms
  • Ensure data integrity and consistency across all service management applications


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