Service Delivery Manager - Bangalore

Job description

1 Role\\*\\* Service Delivery Manager 2 Required Technical Skill Set\\*\\* Service Desk Management Skills: Service Delivery Manager, "Service Desk", Transformation Manager, Servicenow, Genesys,Global Service Delivery Manager Govern Incident , Excalation management ,Maintain service dashboard 3 Location of Requirement Bangalore Desired Competencies (Technical/Behavioral Competency) 1. IT IS Service Desk 2. Leadership 3. Communciation 4. Client Handling Skills 5. Team Skills Good-to-Have 1. Employee Relationship Skills 2. Manage Attrition 3. Convincing Skills 4. Speaking with numbers 5. PI Skills SN Responsibility of / Expectations from the Role 1 Oversee 100% of the requests, incidents and problems. Manages and coordinates urgent and complicated support issues. 2 Act as escalation point for all requests and incidents. Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization. 3 Determine root cause of issues and communicate appropriately to internal and external customers. 4 Oversee Solutions repository and ensure top quality solutions are available to the staff. Develops Service and Business Level Agreements to set expectations and measure performance. 5 Develops an effective and workable framework for managing and improving customer IT support in the organization. Advise management on situations that may require additional client support or escalation.