Job Title Associate - Service Delivery Manager
No of Vacancies 1
City Mumbai, Maharashtra, India
Responsible for managing service delivery for (EUS) end-user support for Domestic Clients.
Responsible for client delivery with a span of 50-60 resources.
The support scope would be a mix of ServiceDesk, deskside, Asset, Remote etc.
Responsible for managing but not limited to the below.
Operations Process Management Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository.
Maintain 100% technical SOP in Support central for any new type of technical issues.
Working knowledge of CRM, proactively initiates process improvements keeping in mind, Inputs from Audit Process, Best practices across industry and ITIL guidelines.
Reduction of cycle times for any process, Inputs from Customer Feedback.
Contracting and subcontracting engagements.
Transition activities include Takeover New services and Process & Framework, Resources, Metrics and Dashboards, Reviews, Audits, and Performance Management, Induction framework, Training and Skill Development for new skills.
Understand clearly operational definitions for all processes, Understand how we measure all critical data points in the processes, Improve any irregularities reported as a result of the Metrics Dashboards.
Always update weekly and monthly dashboards as defined Load, CMDB, SLA data, Billing data, Resource Productivity Provide additional support during ramp-up stages, Assist in training new team members, Up skill to take on additional deliverables.
Desired Skills and Experience:
Prior experience in Service Delivery and Program Management in the IT Infrastructure/Managed Services Space is a must.
Should have managed a team of 80-100 + resources for deskside & remote in a multi-customer environment.
PMP, ITIL and Related Quality certifications preferred.
- Service Delivery Management
- IT Support Management
- Operations Management
- Technical SOP Maintenance
- Program Management