Service Delivery Manager

2 weeks ago

Bengaluru, Karnataka, India Sapiens Full time ₹ 12,00,000 - ₹ 36,00,000 per year

What youll do:

  • Responsible for the day-to-day management, delivery, and operations of all the services provided under the agreement to the customer.
  • Responsible for providing these services with high quality, on time, and budget by validation.
  • Responsible for implementation of production awareness, sense of urgency, and production processes within all the activities and teams providing the services.
  • lead the engagement with a proactive and continuous improvement approach.
  • Represents the customer and creates the customer-centric view within the global organization.
  • Setting up end-to-end Service Management and governance.
  • Actively participating in Incident, Problem & Change Management Processes
  • Serving as an escalation point to support teams & the customer.
  • Handling customer complaints /concerns professionally to maintain good customer relationships.
  • Leading the periodical operational calls with the customers
  • Managing external service providers
  • Managing support documentation.

Skills:

  • Ability to manage and work in crisis, pressure, and complex situations.
  • Communicates well in written, verbal, and presentations. All in formal or informal situations
  • Ability to understand and explain technical concepts to non-technical colleagues.
  • Ability to negotiate, influence, mediate, and manage to prevent or resolve conflict situations.
  • Service-oriented
  • Process-oriented

What to Have for this position.

Must have Skills.

  • Familiar with ITIL processes and their definition, tools, and implementation (Service Now)
  • Experience with software project management/software release management
  • Setting up application management services in a software service company.
  • Service Manager/Service Delivery Manager role with over 4 years of experience
  • Setting up hosting solutions for customers.
  • Experience with Cloud Hosting Solutions components, including operational aspects of infrastructure, environments, networks, and security.
  • The ability to work under pressure and handle stress.
  • Flexible with travel - 30% of the time on average
  • Please note: All work is conducted in English.

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