Clanel Corporate Services Pvt Ltd Looking for IT Service Delivery Manager at Mumbai, Maharashtra Full Time

Job Description: Service Delivery Manager

OPERATIONS • 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 on a month-on-month basis.

CONTRACTS • Responsible for tracking and maintaining resource and contract data across all verticals, for all customers. • Responsible for renewal for all services contracts. • Handling client visits monthly and as required. • Ensure increase in service revenues from existing customers.

DELIVERY • Led and manage a team of service desk executives, support engineers and team lead. • Accountable for SLA delivery of all FMS and IT outsourcing projects • Accountable for monitoring and analysis of the tickets on a day-to-day basis. • Conducting weekly and monthly team review meetings. • Responsible for monthly service review with clients. • Responsible for engineers’ attendance on the site, arranging back-ups and engineers’ performance. • Responsible for communicating to the Group General Manager, plans for continued improvement efforts on QoS. • Responsible for customer escalations and mitigation of the same. • To prepare monthly reports and present it to the customers for discussion and reviews. Customer Satisfaction • A key role for the service delivery manager is to constantly assess customer feedback and make necessary improvements. • To set customer satisfaction goals on various individual criteria as well as the total customer experience. When scores fall below these thresholds, the manager must conduct additional research and take steps to correct deficiencies. • Ensure retention of customers.

RESOURCE AND PERFORMANCE • 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.

PROBLEMS, EVENT AND ESCALATIONS

• Accountable for Escalation Management.

• Ensuring the third party vendors, are delivering as per the SLA signed between Aletheia and the

vendor.

• 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.

• To be the 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 locations.

Reporting

The candidate shall be reporting directly to the Group General Manager of the com.

Experience – min 4 yrs

Salary – max 8 lpa as per the candidate

Job location – Andheri east, Mumbai, Maharashtra.

Interested candidates can share your resume – [email protected] or contact me on 9152070658

Job Types: Full-time, Regular / Permanent

Salary: ₹30,000.00 – ₹50,000.00 per month

Benefits:

Schedule:

Supplemental pay types:

Ability to commute/relocate:

• Mumbai, Maharashtra: Reliably commute or planning to relocate before starting work (Required)

Experience:

• SERVICE DELIVERY Manager: 4 years (Preferred)

Speak with the employer
+91 9152070658
Application Deadline: 15/05/2023
Expected Start Date: 15/05/2023