Service Delivery Manager

ABC Consultants Pvt. Ltd.
  • Bangalore
  • Confidential
  • 10-15 years
  • 30 Jan 2015

  • Project/ Program Management IT, Operations

  • IT/ Technology - Data Center/ Manage Infrastructure Services, IT/ Technology - Software/ Services, BPO/ ITES/ Call Centers
Job Description

Job description:

General Brief:

* Responsible for managing service delivery of Remote Infrastructure Services
* Responsible for Mutilple client deivlery with a span of 150 - 200 resources
* 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 initiate 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, Metrcis and Dashbaords, Reviews, Audits and Performance Management, Induction frame work, 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 with 10+ yrs in service delivery in remote infrasctructure services
* Prior experience in Service Delivery in an IT Infrastructure/Managed Services Space is a must
* Should have managed a team of 200 resources in multi customer environment
* PMP, ITIL and Related Quality certifications preferred.

Job Posted By

Freeda Mary
Business Leader Technology Services Pan India

About Organisation

ABC Consultants Pvt. Ltd.