Frontier Business Systems Pvt. Ltd. PREFERRED SOUTH INDIA BASED CANDIDATES ONLY SDM cum Project Manager - Roles &amp; Responsibilities - Service Delivery Manager cum Project Manager - role is a strategic role within Frontier. This person reports to Service Delivery National Head. He acts as a single point of contact for Service Delivery operations, Project Management &amp; service Desk. 1. Customer Service Management &amp; Satisfaction Enhancement 2. Resource Management 3. Team building &amp; Training 4. Account Management 5. Vendor Management 6. People &amp; Performance Management Direct reporting of all engineers across all IMS Clients E- SAT Management: Employee satisfaction to be managed for the region through Competency Management - To maintain the competency as per the organization requirement a. Skill assessment and planning for the region i. Half yearly Skill assessment ii. Individual skill development plan and tracking iii. Training requirements and plans b. Up-skilling and multiskilling the team as per the skill planning c. Soft skill development d. Certification - nominate the eligible team for certification as per the organizational requirements and ensure the timely completion of certification. 7. Commercials &amp; Services Revenue - Responsible for identifying opportunities and giving leads to respective CSDMs / Sales personals - Additional AMC opportunities from existing accounts - Professional services opportunities from existing accounts - Ensure smooth renewal of AMC contracts through seamless service delivery, C-SAT and customer relationship - AMC to AMC conversion rate &gt; 80% - Zero AMC drop due to service delivery issues 1&gt; CSAT &amp; Delivery Excellence (Customer satisfaction thru superior service delivery) - Account Manager for catering to existing and new clients pertaining to renewals, addition of new clients, focus on revenue / profitability. - participate in monthly SLA performance review with clients and internal stakeholders to facilitate Business Continuity. - Enhance client satisfaction with regular client interactions based on project requirements, through prompt resolution of issues and qualitative service delivery - review of deliverables of clients and implementation of methodologies for enforcement of project standards - Optimize resource utilization, survey of new clients implementation of manpower and manage day to day activities in compliance to delivery schedules as per SLA - Ensure compliance to project delivery schedules and other SLA parameters - Generate/ update various status reports for top level management on regular basis - Interact with the business development team with regards to implementation of new clients - Conducted training sessions for engineers (hardware/ software/ tools/ applications) for new updates - Efficient Leader &amp; Player, combining communication, interpersonal &amp; problem solving skills with analytical, decision making and leadership capabilities to enhance organizational objectives, needs. - Liaise with the incident manager/ engineers/ partners for pending &amp; critical incidents. &nbsp;CSAT - - CSAT should be maintained at &gt; 90% - Immediate corrective action on negative feedbacks from customer and update in CRM &gt; 90% positive feedback on all implementation projects we do - Customer appreciation letters for projects and incident support - Feedback survey to be done for each completed implementation project (Feedback form to be prepared and used) - Special Focus on Key A/c- s, Top Coverage A/c's as defined by the Regional Head - Service delivery plan and readiness for Key &amp; Top accounts - Scheduled performance reviews for Key and Top 20 accounts for the region &nbsp;Project schedule management - - Create detailed project plan along with the solution architect and respective CSDMs. - Prepare the resource plan for project implementation co-ordination with USD and ensure the resource availability - Track and report the deviation on plan v/s execution timelines - Timely execution and completion of projects as per plan with customer sign off - Manage the IS / PS implementations for the region without any customer escalations &nbsp;Service level Management - - Response SLA to be met &gt; 95% for Incidents and Service Requests - Resolution SLA to be met &gt; 70% for Incidents and Service Requests - Timely escalation to OEMs for all eligible cases - Ensure the technical escalation matrix is followed by engineers with in the time lines Escalation management - - Manage the customer escalations for the region till positive closure - Customer escalations to the higher management should be less than 5 cases per quarter - Ensure the internal escalation matrix is followed in all customer escalations - Both technical and management escalation flow - Ensure the customer experience is maintained positive and manage customer perception. - Ensure that the Engineer is provided with adequate management support to complete the technical activities. - Regional performance reporting - Project status reports - CSAT reports - Escalation reports - SLA reports - Training and certification reports Apply/call @ 9844844281 - Hema - HR

Bangalore

Frontier Business Systems - Service Delivery Head - IT Infra/System 

Frontier Business Systems - Service Delivery Head - IT Infra/System  ,Job Description for Frontier Business Systems - Service Delivery Head - IT Infra/System  in Frontier Business Systems in  Bangalore for (9-20) years of experience. Apply Now!

Job Description for Frontier Business Systems - Service Delivery Head - IT Infra/System  in Frontier Business Systems in  Bangalore for (9-20) years of experience. Apply Now!