Service Delivery Director

16 hours ago

Bengaluru, Karnataka, India ERM Placement Services Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Service Delivery Director AD level

Key Responsibilities & Accountabilities:

  • Oversee the delivery of large managed services program ensuring compliance to agreed SLAs, OLAs & XLAs with teams spread globally
  • Establish and manage the governance framework, conduct service performance review meetings & delivery value to customer.
  • Enable risk assessment and establish mitigation plans.
  • Proactively manage costs to achieve bid targets & identify growth opportunities & grow program in line with executive management expectations.
  • Collaborate with cross-functional teams and stakeholders to ensure effective service delivery and operational excellence.
  • Report program metrics to internal and customer stakeholders periodically and including continuous ways to improve.
  • Drive innovation and transformation conversations with customers and deliver value through continuous service improvement and transformation initiatives

Capabilities & Skills:

  • Strong leadership skills with the ability to manage and motivate a team.
  • Ability to develop and execute strategic plans for service management and process improvement.
  • Excellent communication and interpersonal skills to effectively collaborate with stakeholders and team members across service lines
  • Understanding of ITIL/ITSM frameworks, ServiceNow, and /or other service management tools.

Experience:

  • Proven track record in managing large managed services programs
  • Proven track record in managing program with integrated application and infrastructure service delivery.
  • Experience in Life Science domain

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