Service Delivery Manager

Roles And Responsibilities Service Delivery / Program Management:

• Formal Kick off and onboarding of new programs.
• Drive end to end Delivery of Services to all customers for the Region – planning phase to BAU Operations.
• Delivery Health - All Metrics to Stay Green: Ensure all delivery parameters stay green for all programs
• CSAT: Achieve highest level of customer satisfaction
• Stakeholder Management: Manage customer expectations and maintain positive relationships with customers
• Account Growth & Revenue Recognition: Drive Account Growth as per the yearly target (Delivery led Sales)

Service Delivery Governance & Reporting:

• Review and monitor delivery performance metrics and ensure Service Levels are always met publish delivery performance and metrics (daily, weekly, monthly).
• Participate and drive Weekly, Monthly and Quarterly Reviews with customer.
• Service & Process Improvements.
• Assess customer feedback and use the expertise to establish, improve, and refine services.

Escalation Management:

• IT Operations and Service Operations.
• Address all escalations with direct supervision and stakeholder management.
• Vendor Management.
• Systems Development / Implementation & Support.
• Transition / Transformation Management.
• Project Initiation, Project Planning & Project Execution.
• Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service.
• Talent Development /Team Collaboration and Management / People Management, Resource planning.
• Involved in preparing / reviewing SOW, Project Plan, participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, Project cost/Effort tracker.
• Decide on the criteria used to judge learner’s performance and development assessment instruments.
• Maintain Project documentation and course folders, SLA and PMS.
• Budgeting, Planning and execution of time framed activities.
• Provide platforms and activities that enhance the last mile learning process.
• Handling creative team, professional trainers and vendors for specialized and customized programs.
• Compilation of Feedbacks of trainings and submission of reports on training impacts.
• Pro-actively report to senior management on all technical/operational issues relevant to their area of responsibility
• Manage team performance, productivity, motivation, mentorship and conflicts
• Flexibility to work in work hours [USA (CST/PST) / EMEA]

Skills Required

• Should possess outstanding working experience of at least 12+ years with bachelor’s or master’s degree in Computer Science / IT or other affiliated courses.
• Strong background in Field Service Delivery and other IT Infra services
• Should have sufficient organizational skills and ability to carry out multiple and intricate tasks.
• Strong leadership skills and ability to perform a wide range of duties
• Good Communication and Presentation skills
• Global Customer handling experience
• Strong inter-personal skills, teamwork, self-drive and result oriented approach