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08/02 Rakhi
CEO at PCC Associates

Views:276 Applications:91 Rec. Actions:Recruiter Actions:10

IT Service Delivery Manager - Internet/Online (7-15 yrs)

Gurgaon/Gurugram Job Code: 889737

The position for a 1 year old startup

No. of position 1 :

Reporting to : Technology Advisor and

No. Of position : 1

SERVICE DELIVERY MANAGER

Part of our Product & SaaS Support organization for building excellent customer experiences and the latest in cloud technology.

Job description

- Accountable for End-to-end IT operation management for the company and its Customer across HW, SW, Cloud and SaaS services.

- Hands on experience on SW Development Project Management including planning and managing of activities on day-to-day basis.

- Manage vendors, customers including issue resolutions

- Manage on-boarding & deboarding of customers into SaaS platform and deployment of products and services.

- Responsible for incident, change, problem and escalation management processes.

- Delivery Team Hiring & Skill development for Quality Service Delivery.

- Strong Collaboration with Sales and other Service lines for providing enterprise-level service solutions

- Work with Technical Architect/Leads prior to any architectural change approvals.

- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services levels.

- Ensure that necessary artifacts, tools, processes and documentations are in place.

- Evaluate new End User Computing technology and build the roadmap.

- Monitors Key Performance Indicators (KPIs) and designs appropriate reporting for the Business and leadership.

- Participates in the evaluation of new products/ concepts and 3rd party services.

- Monitors vendor performance against agreed SLAs, conducts review of service.

- Ability to provide direction to accommodate changing priorities.

Requirements:

- Minimum 8-10 years of experience where at least 3-4 years of experience of Service Delivery Management (ITIL) experience in SAAS platform

- Strong skill set in account management, technical support, and/or customer service experience within the software industry.

- Proven work experience as a delivery manager

- Solid technical background, with understanding or hands-on experience in software development, Cloud and Web and Technologies

- Excellent client-facing and internal communication skills

- Solid organizational skills including attention to detail and multi-tasking skills

- Skilled at working effectively with cross functional teams in a matrix organization

- Degree in Computer Science, Engineering or equivalent preferred

Women-friendly workplace:

Maternity and Paternity Benefits

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