Duties and Responsibilities : – Accountable & Responsible for all SLAs for the assigned clients as per the SOW – Oversee and provide guidance to Transitions Team to get the project smoothly transitioned into BAU stage. – Successful service delivery – manage service delivery SLA achievement and high level of customer satisfaction. – Monitor overall performance of services and timelines to deliver. – Good communication around issues and opportunities get things done, make things happen. – Building, maintaining and analyzing service reports to address any possible delays before it occurs. – Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments – Incident management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts. – Distribute service reports Daily/ Weekly/ Monthly to key intern
Skills
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