Service Delivery Manager

Description

Job Description for the Position:

• The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer.
• A Service Delivery Manager (SDM) is responsible in ensures that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
• SDM should have had experience in managing a relatively large size teams of 80 to 100 team members

Experience:

• 20+ years’ experience, with at least 8 to 10 years in IT Outsourcing and Services.

• Ideal candidate would be expected to have a good understanding of technology in Systems.

• Should have very strong written and oral communication skills in English

• Ability to work independently with little day to day support – self starters

Preferred spoken languages – English

Responsibilities:

IT Services Management:

• Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness.
• Possess experience in working closely with teams to align service strategies with production goals.
• Strong knowledge in identifying and implementing process improvements using methodologies such as Six Sigma, and Kaizen.
• Expertized in managing customer relationships, acting as a primary point of contact for service-related issues.
• Should have experience in ensuring compliance with industry regulations, safety standards (OSHA, ISO 9001, etc.), and environmental policies.
• Should possess knowledge on how to coordinate with production, maintenance, and supply chain teams to ensure smooth service operations.
• Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
• Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
• Good experience in allocation of resources effectively to meet service demands.
• Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings.
• Expertized on Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management.
• Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers.
• Understand and support client in managing inventory of devices supported and to help them in keeping the inventory updated.
• Own the KPIs agreed in the contract.
• Make recommendations on strategies in respect of various technologies.
• Provide the periodical reports and other ad-hoc reports as per the contract to the customer
• Maintaining disaster recovery and business continuity processes for the customer
• Build long-term relationship with the customer
• Deliver continual improvement in service measures and KPIs
• P&L responsibility
• Automation in service delivery
• Resource management
• Utilization
• Will be responsible for billing
• Value add to customer-YOY by working closely with the in consultation with CoE
• Overall SLA management – Operation interaction with technologies Lead / Service Owner
• Overall Customer Satisfaction & Employee satisfaction

Team Management:

• Management of onshore & Offshore team members of up to 100
• Motivation of individuals and building team working
• Employee retention, motivation and training
• Focus on grooming people from L1 to L2, L2 to L3 within select timelines
• Development of technical and personal skills for team members
• Address suitable career development of staff

Personal Management:

• Demonstrate personal commitment to excellence.
• Work toward continual improvements within the account and recommend improvements in the process.
• This is a middle - Senior management position and should concentrate on the control & organization of the reporting staff members
• Maintain awareness of customer’s business and IT’s role in it
• Awareness of other companies’ IT functions, especially in the financial sector
• Deal effectively with outside contacts / vendors
• Avoid unnecessary conflicts and should know how to escalate issues
• Should be able to adjust to people, culture, policies and situations
• Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding
• Will participate in monthly reviews and governance meetings
• Will coordinate QA, and Audit.

Education:

• Education – Minimum Qualification - Engineer / MBA desired MCSE/CCNP or Equivalent technical certification