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 Talisma Service Delivery Team.

•          Cost center management experience.

•          Ability to initiate and establish customer centric processes.

•          Own communication plan between customer/ Talisma

•          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

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.