ITSM Service Delivery Manager For SRE Team

The Role: Service Delivery Manager

The Location: Hyderabad, India

The Team:

The SPGI Ratings SRE Service Delivery Manager (SDM) role has process oversight, governance and execution management of the ITSM framework within the division.  SDMs play a pivotal role in optimizing service delivery, client satisfaction, and overall operational excellence. The goal would be to have them work collaboratively with our internal towers, customers, and our value stream leads.

The Impact:

A Service Delivery Manager plays a crucial role in ensuring smooth service operations and maintaining customer satisfaction.

• Client Satisfaction: Service delivery managers focus on meeting client expectations, resolving issues, and ensuring services aligned with agreed-upon service level agreements (SLAs) and operational level agreements where applicable. The Service Delivery Manager will build strong relationships with our internal clients, ensuring their needs are understood and met. They act as a bridge between technology and our internal clients, fostering trust and communication.
• Relationship Management: They handle client relationships, coordinate project teams where needed, and work with technology services.
• Continuous Improvement: Service delivery managers help identify improvement initiatives, help resolve customer issues promptly, and collaborate with other groups in SRE for seamless service delivery.

What's in it for you:

• Global position with exposure to multiple key stakeholders
• Cross divisional role allowing for the ability to build relationship outside of Ratings
• Opportunity to work on process transformational activities
• Ability to learn in a safe & challenging environment; working with a talented team and SDM can enhance service quality, streamline processes, and strengthen client relationships.

Responsibilities:

Gathering and understanding customer requirements/SLA's and communicating to Ratings Services owners in a regular interval.

• Reporting Service quality through frequent dialogues and connect with and Ratings Technology and Business stakeholders through feedforward control
• Addressing escalations and improving the services through strategic initiatives
• Reviewing, planning, and communicating projects/services that may impact delivery of services to end users
• When necessary, assist in capturing right details and actions with proper closure of incidents / problem tasks
• Providing periodic major incident metrics reports to the stakeholders
• Experience in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organization – subject matter experts, functional leads, departmental heads, executives
• Management of BAU activities, changes and project work across global locations related to Rating Services and Corporate Services where applicable

What We're Looking For:

Basic Qualifications:

• 6-8 years of relevant IT SDM experience with key principles, methodologies and tools
• Bachelor's degree in computer engineering, technology-related field or communications field
• Excellent communication skills, written and verbal in English
• Accountable, detailed oriented, hard-working, organized and responsive
• Promotes a culture of continuous improvement and service excellence
• Strong team player with the ability to easily collaborate
• Experience with industry leading packages including ServiceNow
• Strong working knowledge of Microsoft Office collaboration tools including SharePoint and Excel

Preferred Qualifications:

• Technical acumen and understanding of application and infrastructure technologies including Cloud, network, storage, application development and DevOps
• Understand and have been a member of a Scrum Team
• Experience with creating and generating complex ServiceNow reports and dashboards