Service Delivery Manager

3 days ago

Mumbai, Maharashtra, India Clover Infotech Full time ₹ 12,00,000 - ₹ 24,00,000 per year

We have a requirement for Wintel Service Delivery Manager

Location : Airoli

Shift: General

Primary Functional Skills: Project management, ITIL, Team management, Risk mgmt

Technological Skills: Windows, Exchange, InTune, VMWare, Nutanix

Strong knowledge of banking and insurance applications and MANDATORY

Job Descriptions

  1. Service Management:

  2. Oversee the delivery of IT support services for insurance applications, ensuring high availability and responsiveness.

  3. Manage incident, and change management processes to resolve issues efficiently.

  4. Team Leadership:

  5. Lead and mentor a team of support analysts and technicians, fostering a culture of collaboration and continuous improvement.

  6. Conduct performance evaluations and provide training to enhance team skills.

  7. Customer & Stakeholder Management:

  8. Act as the primary point of contact for business stakeholders, understanding their needs and ensuring alignment with IT support services.

  9. Collaborate with internal departments and external vendors to address complex issues and service requests.

  10. Process Improvement:

  11. Identify areas for process optimization within the support function and implement best practices to enhance service delivery.

  12. Develop and maintain documentation for support processes, knowledge bases, and user guides

  13. Compliance and Risk Management:

  14. Ensure adherence to regulatory requirements and internal policies related to banking and insurance operations.

  15. Reporting and Analysis:

  16. Monitor support metrics and service levels, providing regular reports to management and identifying trends for improvement.

  17. Analyze incident and support data to develop strategies for reducing recurring issues.

  18. Crisis Management:

  19. Manage critical incidents and service outages, coordinating resources to ensure timely resolution and communication with stakeholders.

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