We are a leading HR consultancy firm providing services to number of MNCs, Fortune 500 Cos. Executive search working for middle, senior and senior most level recruitment all across India. We are operating out of Noida ( as a corporate office). We have partnered with them and are proud to have often surpassed their expectations with our minimal turnaround times and focus on client-need based improvement of our deliverable. With a team of highly dedicated and experienced professionals handpicked from the best in the industry, we derive our strength from some of the finest in the Permanent recruitment in the world. Our team members are thoroughly oriented and regularly assessed in the areas of Human Resources Services, Process Excellence and Technology Innovations.

We are currently having openings with world's no. 1 CGP Company for the position of Service Delivery Manager for Bangalore location.

(It's a permanent position)

Experience: 10-15 years

Job Title : Service Delivery Manager

Job Location : Bangalore, India

Department : IT Service Delivery Management

Reports To : Service Delivery Director - AAR & Global Services

Business Context and Main Purpose of the Job:

Service Delivery Manager - Transact - AAR is to act as a single face and point of escalation for the AAR region comprising of 5 Market Clusters (SEAA, NEA, SA, NAMET & RUB, Africa) for Global & Regional Services under the Transact portfolio. The role is

- Responsible for proactive service planning and be accountable for delivery of all services to the client as defined in the global and regional service catalogues

- Accountable for the operational integrity of Services through active stewardship of the Service Management processes.

The Service Delivery Manager (SDM) has responsibility, accountability & ownership for leading the operational delivery of end- to-end services to Company's Business Units in accordance with Service level Agreements (SLA's), Operational Level Agreements (OLA's) and Underpinning Contracts (UC's).

The services are delivered to the specified functional business area(s). The role leads the effective integration of all service lines into delivery of service to the Company business in conjunction with the business relationship contact channel known as the 'Business Partners'

The SDM Supports the Service Level Manager / IT Innovation Business Partner (ITBP) / Solution Activation teams during the negotiation of Service Level Agreements with the Customer, has the authority to define the Service levels with inputs from the business / Geo IT teams

Key Services in the portfolio

Regional

U2K2 ECC (ERP)

U2K2 PI Integration

OTM - AAR & India

E-Commerce / EDI

Global

Global Solution Manager

CORE ACCOUNTABILITIES:

- Support key business transformations to be integrated into Service Delivery

NEW SERVICES - Ensure Service Design and Transitioned Services meet all Service Acceptance Criteria and fit the delivery model

RUN - Releases associated with U2K2/Big Bets fully signed off. Attend Release Gates to ensure criteria met for ECC & Supply Chain Services

DEPLOY - Ensure ALL serious issues are completely resolved for new Services during PGLS and BEFORE transition to RUN operations - OPERATIONS - support the Tactical model for Global IT Services

- Efficient IT Service Operations& Service Risk Management

Regular SLA / OLA reviews to ensure that all service lines are geared up to target

Maintain a service risk register

Ensure regular DR drills to make sure that the service preparedness for disaster scenarios

Ensure timely inputs to the resilience forum

- Changes to Services

Eliminate Incidents due to poorly executed changes - Complete visibility of all proposed changes to & releases into Production

Zero unapproved changes to Production

Timely KEC activities

- Global & Regional Service Catalogue

Accurately represents all IT Services by portfolio - Remedy resolution teams against each of of the Transact Services (aligned to Global clean-up activities) - 100% maintenance of Service helpfiles

- Service Planning for efficient service operations : Develop and Implement Service Plans for ECC & Supply Chain Services to achieve:

BER Metrics for each Service portfolio (Green)

Client and User Satisfaction (per target)

Root cause established for all Major & P1 Incidents - No repeat serious Incidents

Baseline year wise Incidents across Service portfolio and drive continuous reduction in incidents across service lines

Drive Service Performance Management by ensuring effective action tracking across all key service hot spots

Deliver monthly commentary and variance analysis of all deviations from the Service plan - Drive the correct version of truth on Service Delivery through globally aligned SD metrics and SLAs while embedding the Geography IT model.

- Effective Relationships with Geo IT teams

Periodic reviews with Geo IT stakeholders to ensure that the service continues to deliver per business expectations

Ensure escalations are managed to the satisfaction of Geo IT / business stakeholders

Key skills

- A strong and self confident leadership and influencing style, being able to make an immediate impact with suppliers and customers. Strong leadership and communication skills

- Proven strong process competencies knowledge

- Ability to inspire confidence in delivery, a strong service focus (project and operations).

- Excellent understanding of service delivery and setting of service levels

- Flexibility to adjust to changing business requirements

- Command of content of the IT computing operations

- Strong business awareness, understanding the broader context in which IT delivery has an impact on overall business performance.

- Proven track-record in leadership of global teams

- Experience of outsourcing and off-shoring

- Strong networking and influencing skills (Organisational Relationship Building)

- Development of business cases for technology investment

- Negotiation skills

- Ability to work effectively under pressure

Essential:

- Excellent knowledge of structured Service delivery methodologies such as ITIL

- Strong appreciation of business processes and challenges

- Certification to ITIL Foundation level

Desirable:

- Proven experience in managing IT service providers and suppliers in delivering IT projects and services in a multinational European and global context

- Good knowledge of supplier management best practice such as e.g. TPI or Equaterra

- Knowledge of de-facto Business Controls Frameworks such as CobiT

Roopa Joshi
Endeavour consultancy services
Handphone:+91-9818501488

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