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