Service Delivery Manager jobs in Mumbai - SAFFRON CONSULTANCY SERVICES(SCS)

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  • Job View 7815 Views
  • Applicants Less than 5 Applicants
  • 2019-07-08

Job Description

Job Title Associate - Service Delivery Manager

No of Vacancies 1

City Mumbai, Maharashtra, India


General Brief:

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 Management:

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.

Metrics Management.

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:

Any Graduate.

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.


Key Skills

  • Service Delivery Management
  • IT Support Management
  • ServiceDesk
  • Deskside
  • Asset
  • Remote
  • Operations Management
  • Technical SOP Maintenance
  • Program Management


IT-Hardware & Networking / IT-Software / Software Services

Functional Area

IT Software - Application Programming / Maintenance

Number of Vacancy



Any Bachelor Degree


SAFFRON the name of our firm ,is inspired by the precious and popular spice .The three wispy Saffron threads can be gleaned from each delicate crocus which though lavender-purple in color is called traditionally as Kesar.Its effect is pristine and symbolizes purity. Akin to the potential value of this precious spice,it shall be our endeavor at Saffron Careers to deliver value to all our clients thereby Redefining Careers and at the same time retaining purity in our approach..Our firm is steadily growing over the past decade and is poised to grow further as we expand and add more activities related to career enhancement.

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