Associate Service Delivery Manager

Description

• Experience required 6 to 8 Yrs. working with large organization is preferred.
• Understands organizational Quality Management Standards and ensure adhere from a contract perspective.
  
• Understands what the client really wants, not just what is written in the contract.
• Understands client's business, how it operates, it challenges, and its future plans.
• Proficient in MS Office, MS Project, MS Visio and other communication tools.
• ITIL Foundation accreditation preferred. Experience of ITIL Service processes (Incident, Major Incident, Change & Problem preferred).
• Experience of making Service decisions based on customer impact.
• Experience of making measured Service decisions in the “heat of the moment.
• Experience of managing the transition of solutions from development into production.
• Experience of managing an offshore & onshore mutli-cultural team.
• Familiar with project delivery lifecycle and experience of delivering projects using this lifecycle.
• Familiar with the deliverables within a Managed Service Operating Model.
• Familiar with testing cycles and documentation.
• Strong process management and control skills.
• Strong customer service awareness focus and makes customer-oriented decisions.
• Experience of managing governance/assurance activities.
• Matrix management and project performance reporting involving multi-sourced and multi-disciplined service providers.

• Responsible for planning, tracking and reporting on the contracts assigned.
  
• Ensure all contract related documentation is created and maintained as per organizational Service Delivery Management standards.
• Communicate contract status reports to key clients, stakeholders and management including cost vs. budget, variances, contract risks, etc. 
  
• Closely monitor contract costs and ensure delivery is within budget. Determine and highlight any budget related risks promptly.
  
• Adhere to the communication process that incorporates issue tracking, escalation and resolution.
  
• Manage client relationships and ensure all client feedback is formally captured and reported to management.
  
• Ensure that client requirement is understood appropriately by internal delivery teams and manage timely closure of all deliverables.
  
• Responsible for 1st level client escalation handling, resolution and documentation.
  
• Work with the Finance team to ensure timely and appropriate client billing.
• Accountable for Performance Management of all resources assigned to the contract.
• Demonstration of a high standard of Customer/Client focus those results on a high C- SAT score for the contract.
• Being on top of major incidents and triaging.
• Manage change requests and support any ongoing projects by customer.
• Creation and maintenance all Service/Knowledge documentation as per organizational and customer standards.
• Successful closure of all audits – Internal and/or external, as per contract requirement.
• Ensure appropriate staffing is always maintained in the contract.
• Manage relationships with internal and external customers and stakeholders.
• Effective management of contract budget by managing billing and expenditure in collaboration with the finance team. 
• Deliver the AMS contract to requested Service Levels and Targets.
• Management of the AMS team in sympathy with any geographical or customer specific policies or procedures, i.e. conforming to GDPR rules and guidelines.
• Management of the AMS contract to the avoidance of any financial penalties.
• Deliver a successful engagement within the boundaries of the customer contract.
• Creation & Management of a program of continuous Service Delivery improvement regardless of the SLA performance.
• Remains visible to customers, as the point of reference for inveniLSI, and to listen to risks and mitigate these as required.
• Works collaboratively with a range of people to support the wider business and customers service delivery agenda.
• Always remains focused on the most critical / impactful task to hand using all resources efficiently and effectively.

People Management

• Manage utilization of all resources assigned to the contract.
• Ensure the contract is appropriately staffed by raising timely resource requests.
• Conduct interviews, on need basis, to on-board required internal and external resources for the contract.
• Coach and mentor resources assigned to the contract.
• Ensure all resources are appropriately trained/skilled to deliver the contract objectives effectively.
• Create an effective Knowledge Transfer framework to ensure seamless handovers and onboarding of new resources.
• Maintain all essential documentation required for effective knowledge transfer and handovers 
• Responsible for Performance Management of resources assigned to the contract goal/ KRA setting, ongoing performance reviews and documentation, conducting appraisals, assigning performance ratings.
• Responsible to all matters relating to pastoral care, i.e. holidays, sickness, etc.

Service Contract Management

• Be the face of invenioLSI to the client in all matters, and respond professionally and promptly.
• Deliver the support service to the contracted service level and targets.
• Deliver small Change Requests within contracted delivery timelines and standards.
• Deliver all contracted ITIL disciplines within the defined standards and targets.
• Provision of a fully staffed team sufficient to meet the support demands of the client.
• Management of the team to also respond to peak periods within the client business model.
• Be the point of contact for all Service queries and escalations relating to the client, alongside timely responses.
• Timely communication, both internal and external, of any threats or failures within the service provision.
• Management and delivery of all expected customer communications and reports, to the required standard and on time.
• Chairing the regular Service meetings with the customer stakeholders ensuring that all required areas are represented fully, and with trending and improvement analysis applied.

• Emotional Intelligence.
• Operational Communication.
• Inspiring Others.
• Accountability (self, team & client).
• Managing Operational Uncertainty.
• Driving Execution.
• Building Service Delivery Talent.
• Customer Focus.
• Building Customer Trust.
• Strategic Planning.
• Learning Agility.
• Sense of ownership and passion for the business as the client.