Service Delivery Manager

  • Bangalore, Delhi, Mumbai
  • Confidential
  • 8-12 years
  • 29 Jul 2015

  • Operations

  • IT/ Technology - Software/ Services
Job Description

General Brief

Responsible for managing service delivery for (EUS) end user support for Domestic Clients
Responsible for Mutilple client deivlery with a span of 80-100 resources
The support scope would be mix of deskside and remote
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 8-12 yrs in service delivery in (EUS) end user support
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 multi customer environment
PMP, ITIL and Related Quality certifications preferred.
Domestic client engagement is a must

Job Posted By

About Organisation