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17/01 Susmita
Managing Partner at MindGen Solutions

Views:11456 Applications:305 Rec. Actions:Recruiter Actions:13

Service Delivery/Operation Delivery Manager - Infrastructure (13-25 yrs)

Mumbai/Bangalore Job Code: 413447

MindGen Solutions is a recruitment firm and specializes in hiring managerial and leadership talents across technologies and domains.

We have an opportunity for a Service Delivery /Operation Delivery Manager-Infrastructure for one of our MNC client in Mumbai.

Job Description :

The Lead Operations Delivery Manager is accountable for delivering the run services towards a client.

The Lead ODM has a firm working relation with the SDM who is accountable for the overall contractual compliance of all services and projects.

As a Lead ODM, person would be responsible for the services provided by all the service lines (mainly Data Services, End User Services, SMG and may be few others) under Operations Sub-BU. There may be multiple ODM's at account responsible for specific areas and all such ODMs would report into this Lead ODM. This Lead ODM would own delivery of contractual SLAs & associated penalties/rewards to customer.

In this role, Lead ODM ensures that the sub-service lines deliver according to the SLA, as well as managing the delivery of non-standard / client specific services.

Brief responsibilities across various areas are as follow Delivery Management

- Deliver services according to SLA - Day-to-day management of all service delivery activities

- Ensure consistency of delivery approach; consistent with SL strategy

- Manage Major Incidents / client alerts

- Develop, maintain & own Service Quality Plan/Service Improvement Plan

- Transition-to-run sign-off - Drive the identification of operational cost & efficiency savings

- Supplier & third party management SLA services

- Promote new service propositions to improve or extend the services to the client Contract

- SLA Contract obligations

- Review and update SLA; impact assessment of contract changes on service provision Financial Management

- Achieve productivity & cost efficiency savings

- Prepare SLA work orders/changes quotes (content & costing)

- Maintain unit costing volume, accurate forecasting and charging data (#work units/service requests/changes)

- Identify SLA upsell opportunities Client Reporting

- Maintain SLA R&I log and follow-up actions aimed at reducing risks to service and service credits

- Resolution of operational issues arising from client disputes

- SLA Reporting to the client Experience & Skill Requirement

- Person should have handled large, complex and multi country global delivery (preferably offshore delivery)

- ITIL & Service Management experience 15+ years experience in IT industry, preferable in Infra IT outsourcing engagements

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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