Service Delivery Manager

Job description

Role: Service Delivery Manager Exp: 6+ years Loc: Mumbai, Coimbatore Shift Timing: Night Shift (6pm to 3am IST) - Single Point of Contact SPOC for Technology With respect to Operations. - Primarily client/user facing. - Building a personal relationship with both internal & external clients - Support business operations to meet Technology SLA across centers / clients handled. - Monitoring overall performance of services - Track and Maintain Client SLA(Internal & External) - Building service reports - Identifying the reporting requirements - Ensure timeliness and accuracy of SLA, uptime and call Analysis reports - Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients) - Managing customer expectations - Weekly/monthly conference calls with on all areas of technology support functions. - Would be responsible for technology and systems availability, technical SLA management with internal/external clients, Developing of IT service continuity plans with SMEs - Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions. - Work with Incident Management team and respective other departments for faster restoration of services - Good communication around issues and opportunities get things done, make things happen - Manage Customer VOC w.r.t Technology - Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed. - Ensure all established processes are being practiced for operations interfacing with technology and support desk. - Building Service improvement plans - Work with Support managers to build capacity plans - Understand the client technology solution and find areas of improvements - Removing all obstacles to customer satisfaction and / or financial performance - Working in a typical ITIL/ISO20000 frame work - Vendor / 3rd party management responsibilities - Communicating across organizational boundaries – from engineers through to senior managers - Looking out for client’s and FSL’s long-term interests - Collaborating with senior management on client account management and growth - Should have basic knowledge in Intune OOBE Autopilot deployment Note: The above responsibilities are indicative of the work required and should not be seen as an exhaustive list. **Key Performance Indicators** - Good interpersonal skill - Good Analytical skills - Problem solving attitude - Customer focused - Team Worker - Relationship building. - Committed & responsible - Excellent written & oral communication - Should be fluent in US or UK Accent - Dedicated, Hardworking, committed to work - Able to understand and deliver services which are provided on a 24x7x365 basis - Must be able to work proactively and under pressure - Acceptance to work in US Shift (Night Shits) under 6-day calendar week. - Notice period with their existing employer should be less than or equal to 30 days