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Job Description for Service Delivery Manager:
Experience : 10-13 yrs
Eligibility
Bachelor"s Degree in Information Technology
Minimum of 8-10 years work experience with at least 6 yrs in IT Service delivery role
Experience of working face to face with customers
Understanding of IT Infrastructure Services, Help Desk Operations or Data Center Operations
Required Skillsets.
Has experience in managing large Infrastructure projects for a Customer.
Has managed SLA Compliance for the customer and under taken service improvement projects to in case
improvements are required in service delivery
Has experience in facing Audits and taking corrective actions if required
Knowledge of ITIL Preferred.
JD for Service Delivery Manager:
Experience : 10-13 yrs
Job Description:
• Minimum experience of 3 years in Customer Management role and Infrastructure Service Delivery
Role.
• Provide leadership to Service Delivery Team.
• Cost center management experience.
• Ability to initiate and establish customer centric processes.
• Own communication plan between customer
• Ability to understand customer business and relate to customer’s business challenges.
• Customer Management skills
• Ability to empathize and relate with the customer and ensure delivery of expectation to the customer.
• Good communication skills and ability to communicate both vertically and horizontally across
organization.
• Experience in handling international Service Delivery environment.
• Sound understanding of Remote resource management skills.
• Ability to relate to technology and have a fast adoption skills.
• Work with internal teams and be able to translate customer requirement to meaningful business
opportunities.
Eligibility
Bachelor"s Degree in Information Technology
Minimum of 8-10 years work experience with at least 6 yrs in IT Service delivery role
Experience of working face to face with customers
Understanding of IT Infrastructure Services, Help Desk Operations or Data Center Operations
Required Skillsets.
Has experience in managing large Infrastructure projects for a Customer.
Has managed SLA Compliance for the customer and under taken service improvement projects to in case
improvements are required in service delivery
Has experience in facing Audits and taking corrective actions if required
Knowledge of ITIL Preferred.
Customer facing skills:
Has experience of managing Customer relationships, Account Management, Operational control of the task
and experience of handling over seas Clients.
Defining KPI s and ensuring review on KPI and take corrective action if necessary.
Other Softskills:
Team leadership/management skills
Customer Relationship Management skills
Contract Management
Opportunity Management
Service Level Management
Process Management
Conflict Management
Risk & Issue Management
