Service Delivery Manager

3 weeks ago

Noida, India Idemia Full time

Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

Purpose

Education & Technical Skills
Experience in implementation large and complex projects covering IT, information systems (database, network, IT security) with use of external contracting
Solid understanding of business process and change management
IT Service Management practitioner PMP and/or and ITIL v4 Certified will be an advantage
Strong organizational and management capabilities, and solid understanding of full development cycle.
Effective command of MS Office tools (Word, Excel, PowerPoint, Project, Outlook)
Good grasp of financial concepts and procurement process.
Experience & background
Experience in service and project management in a service provider / systems integrator environment
Exposure in areas across Network, Infrastructure, Data Centre services, Application, Managed Services and Hosting
Exposure in areas of managing large number of touchpoints deployment would be an added bonus

Key Missions

Main responsibilities
Meet or exceed all SLA's and KPI's for service delivery to the customer
Serve as main escalation point for the customer, and ensure accurate and effective delivery of all contracted Services and SLAs
Work closely with Program, Sales and Pre-sales teams to ensure effective delivery of additional infrastructure, software and services
Work closely with Technical Support team and external vendors to provide operational guidance and strategic direction
Manage the costs associated with the delivery of contracted services within the approved budget
Develop and update project / maintenance plans, procedures, work instructions and other project documentation
Take the lead during critical incidents; handling the needs of various stakeholders (e.g. customer, senior management, work teams) while ensuring issue can be resolved within SLA
Identify operational risks that could compromise contractual commitments and work with the Support Team to mitigate them
Produce monthly reports for customers, as well as project governance reports and dashboards for management
Manage sub-contractors and vendors, ensuring their services meet contractual commitments
Handle hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components
Support new business opportunities during the pre-sales stage, e.g. deliver quotes for change requests / project / maintenance proposals

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