Job Description: IT Service Delivery manager
OPERATIONS
· Providing technology leadership for developing, implementing IT initiatives and supporting long term service delivery objectives.
· Continual efforts towards enhancing QoS to customers and aligning IT initiatives with business priorities.
· Balancing resource constraints (human and fiscal) to optimize project delivery & profitability.
· Ensuring efficiency, accessibility and availability of services to customers always.
· Analysis of service delivery, process and policies.
CONTRACTS and P & L
· Responsible for tracking and maintaining resource and contract data across all verticals, for all customers.
· Responsible for Profit and Loss across projects.
· Responsible for renewal for all services contracts.
· Handling basic pre-sales and client visits monthly and as required.
· Ensure increase in service revenues from existing customers.
DELIVERY
· Led and manage a team of projects and technical support managers.
· Striving to bring visibility and insights into current and future business priorities and proactively deploy measures to achieve business goals.
· Accountable for SLA delivery of all FMS and IT outsourcing projects
· Responsible for envisaging, implementing and spearheading innovative solutions to optimize end user satisfaction BUSINESS ENGAGEMENT.
· Responsible for communicating to business leaders, plans for continued improvement efforts on QoS.
· Fostered collaboration within the system to achieve quality and cost effectiveness.
· Responsible for bringing in automation in service delivery and analysis of the same.
· Ensure retention of customers.
RESOURCE AND PERFORMANCE
· Responsible for driving targets, mapping KRAs and KPIs and restructuring teams for achieving operational efficiencies.
· Managing performance reviews and professional development plans for team resources through ongoing assessment of IT capabilities of employees, in conjunction with the HR manager.
· Mentored and motivated team to consistently outperform themselves by focusing on upscaling resource skillsets to next level.
· Ensure that all projects are manned as contracted and no revenue spillage takes place.
· Accountable for Escalation Management.
· Introduce agile concept of self-forming teams including Major Incident Response Team (MIRT) to better tackle enterprise grade incidents
· Better change management and lesser associated issues, through introduction of DevOps – based testing and feedback mechanism prior to enterprise rollouts.
· To completely own the process for identifying and correcting criticalities and ensuring business continuity.
· Ensured better business continuity through implementation of in house knowledge management system.
· Single Point of Contact for high impact escalations and high level business reviews
COMPLIANCE
· Ensuring that, team leads and engineers at project sites, are accountable for NDA, adherence to policies, processes and security compliance of customers.
· Responsible for compliance of IT assets and integrity, security and privacy of business information internally and at customer locati
Job Type: Full-time
Salary: ₹50,450.00 – ₹70,902.46 per month
Benefits:
Day range:
Shift:
Ability to commute/relocate:
Experience:
Speak with the employer
+91 8291123111
Application Deadline: 06/07/2023
Expected Start Date: 04/07/2023
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