Job description

Role - Service Delivery Manager

This role will report to the Account Director and be responsible for effectively managing support services for a large enterprise account. This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.

Qualifications

Graduate in Engineering, Sciences, or Business

Postgraduate in Management preferred

ITIL Certification strongly preferred

Work experience

• Experience of 12 years or above in IT consulting or services

• Minimum experience of 5 years in a service delivery management role

• Must have managed SAP projects or service delivery

 Success in this role is measured by such things as:

Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)

Stakeholder Management and Relationship (Customer Feedback)

Team Happiness Index (360degree feedback)

CSAT Score

People

• Manage team proactively, guiding team members on processes and business

• Onsite team management

• Manage remote teams and offshore team

• Define shift roaster and manage team in different shifts including 24X7

• Become single point of contact for the team members

• Become communication bridge between team and customer

• Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines

• Represent Invenio with customer, vendors and other project team members

• Display time management skills

• Manage team turn-over, minimize regretted attrition, minimize transition impact

Delivery

• Manage Incident Resolution

• Drive steering committee meetings at regular intervals

• Drive fast decision making or escalate to appropriate levels for a proper action

• Measure SLAs, Process improvements and review with customers/stakeholders

• Manage SLA Adherence

• Submit weekly, monthly reports to all stakeholders

• Measure and report commercials and manage gross margin

• Engage in tickets identification by processes, solution design, prioritize and resolve

• Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams

• Manage, identify risks / issues, communicate in advance any infrastructure related issues

• Initiate Customer Satisfaction survey as defined by the company

• Bring efficiency in the processes and demonstrate the value to the customer

• Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate

• Daily meetings with customer team. Coordinating with weekly account level meetings

• Escalation of potential service delays or issues to Customer

• Ensure adequate knowledge transition of current work activities.

• Identify and own requirements for change orders

• Resolve customer escalations within the defined escalation matrix

• Advise on the design, configuration changes for continuous improvement

Processes

• Define and enhance internal processes in the areas of incident management

• Apply ITIL Process and lead the team in process compliance

• Adherence to internal compliances and external compliances

• Support internal and external process audits

• Create quality awareness in the team and drive towards quality resolution of incidents