Service Delivery Manager – Navi Mumbai

Responsibilities

1.Manage the Program P&L and cost of delivery

2.Minimum of 8+ years experience managing a technical support team.

3.In depth knowledge of PABX’s IP Telephony environment & applications of contact centers solutions, Windows OS.

4.Familiarity with systems functionality and business continuity.

5.Experience of using a call logging system(Remedy/HPSD/Clarify)

6.Experience of working to defined service level commitments. In depth Knowledge & exposure on ITIL framework & ITSM best practices

7.Experience of driving Escalation Management

8.Effective in Program Management

9.Single point of contact for customer for any escalation, communication.

10.Driving Service Improvement Program

11.Management Review with internal & external customers.

12.Demonstrate Service Level Management.

Skill Profile

1.Excellent interpersonal skills

2.Good oral/written communication skills

3.Good person management skills

4.Good team management skills

5.Business awareness. Strong Customer Focus

6.Should have Convincing skill

7.Ability to work under pressure.

8.Adaptability & responsiveness to department

9.Excellent in driving the team, passionate of bringing new changes, practices to take the delivery/project to next level

Total Exp – 11-16 years

Relevant Exp – 4-5 years

Location – Navi Mumbai

Interested candidate please send his updated resume on arti@jobline.in