Service Delivery Manager

Job Description for Service Delivery Manager

• Job Title: Service Delivery Manager / Chief Manager
• Reporting Manager: Lead - IT Infrastructure

• Job Location- SBIFM Corporate Office

• Role Description:

This role is responsible who will have a high level of interaction with a cross-functional team, and management. It includes closely working and ensuring troubleshooting of any technical issues, also ensuring that service agreements get met, and assisting with contract renewal. SDM to be an extraordinary problem solver with tremendous customer service and stake holder management experience.

• Responsibilities
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Managing Incident Management, Problem Management, Change & Release Management.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Managing the weekly Change Advisory Board Meetings along with cross-functional team.
• Ensuring the process documentation of all functions are updated and reviewed on regular basis
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades.
• Providing accurate and regular reports to the management on the performance of the service delivery
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
• In case of critical incidents/outages (P1), take ownership of the incident management activities and coordinate all actions with the responsible support teams/external/internal stakeholders to ensure the resolution of the incident in the shortest possible time.
• Plan, coordinate, and control the restoration of complex and high impact system problems that occur within the production environment
• Business impact is to be quantified and documented for reporting purposes.
• Act as the central communication point for major incidents, all Priority 1 issues and Priority 2 issues as required. Ensures creation of a resolution plan for P1 & P2 incidents
• Perform a thorough analysis of incidents, determine the root cause, and take all necessary and possible actions in order to avoid the recurrence of the same type of incidents. Build an action plan to reduce the number of incidents/outages along with the respective internal team
• Drive/owns Management/technical checkpoints & cross-functional meetings to ensure corrective action is being taken to restore service/s
• Develop strong working relationships with support and delivery teams, management and liaise with support areas as required
• Creates reporting metrics and communicates appropriately. Metrics include KPIs, case SLA metrics, and process metrics.
• Leads conference calls during critical events and establishes meetings to confirm risks and impacts of incidents are clearly understood by all stakeholders.
• Designs and make recommendations for service process improvement plans.
• Working experience with ITSM tools such as BMC Helix, Symphony AI etc
• Skills
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Exceptional customer-facing skills
• Proficiency in leading both physical and virtual teams
• Operational ability in a diverse, large-scale environment
• Expertise in people management and leadership
• Solid resource planning and problem-solving skills
• Excellent verbal and written communication skills

Qualifications & Experience

• B. Tech/B.E./MBA - (Computers / IT /Electronics) / MCA