Service Delivery Manager

Major Skill Sets

• Single Point Of Contact SPOC For Technology With Respect To Operations.
• Primarily Client/User Facing.
• Building A Personal Relationship With Both Internal &Amp; External Clients
• Support Business Operations To Meet Technology SLA Across Centers / Clients Handled.
• Monitoring Overall Performance Of Services
• Track And Maintain Client SLA(Internal &Amp; External)
• Building Service Reports
• Identifying The Reporting Requirements
• Ensure Timeliness And Accuracy Of SLA, Uptime And Call Analysis Reports
• Service Reporting And Sponsoring Service Review Meetings (Daily, Weekly And Monthly SLA Review With The Clients)
• Managing Customer Expectations
• Weekly/Monthly Conference Calls With On All Areas Of Technology Support Functions.
• Would Be Responsible For Technology And Systems Availability, Technical SLA Management With Internal/External Clients, Developing Of IT Service Continuity Plans With SMEs
• Review SLA Report On A Daily Basis, Carryout Call Analysis And Feed The Results Back To Technology For Proactive Actions.
• Work With Incident Management Team And Respective Other Departments For Faster Restoration Of Services
• Good Communication Around Issues And Opportunities – Get Things Done, Make Things Happen
• Manage Customer VOC W.R.T Technology
• Manage All Change Controls, Ramp Ups, And Escalated Complaints (Only High Business Impacting). Involve Service Support, Solution Design And Project Management Teams If Needed.
• Ensure All Established Processes Are Being Practiced For Operations Interfacing With Technology And Support Desk.
• Building Service Improvement Plans
• Work With Support Managers To Build Capacity Plans
• Understand The Client Technology Solution And Find Areas Of Improvements
• Removing All Obstacles To Customer Satisfaction And / Or Financial Performance
• Working In A Typical ITIL/ISO20000 Frame Work
• Vendor / 3rd Party Management Responsibilities
• Communicating Across Organizational Boundaries – From Engineers Through To Senior Managers
• Looking Out For Client’s And FSL’s Long-Term Interests
• Collaborating With Senior Management On Client Account Management And Growth