Manager - Service Delivery - IT

Work location - Bangalore - Work From Office (All 5 Days)

Shift Timings - Should be comfortable working with night shifts (Mandatory)

Education - 15 Years Regular Education (Mandatory - Resource must have Degree completion certificate & Consolidated marks sheet of the Degree)

Job Description :

1. Technology : Knowledge on Server Hardware - Multiple Vendors, Remote Management Tools, Software & Hardware Raid, Clear network fundamentals & topology

2. Business Development : Understand and New Business cases and client needs, Understand and Develop new structure of Organization and effective Solution, Demonstrate delivery methodology to Prospective clients, Costing and Pricing for new Business cases

3. Strategy and Synergy : Identify the challenges in the existing Delivery, identify areas for new (possible) Business Offering Areas, Identify and Define new delivery methodology, Identify and Define skills and capabilities of new managers, and identify needs for development, Identify different thresholds for achievements.

4. Building a personal relationship with key client staff.

5. Successful service delivery - SLA achievement and high level of customer satisfaction.

6. Monitoring overall performance of services.

7. Good communication around issues and opportunities - get things done, make things happen.

8. Collaborating with senior management on client account management and growth.

9. Ensuring operations teams are aware of changes and are prepared.

10. Pulling in additional resources when needed e.g. specialist teams or people for specific issues / opportunities.

11. Removing all obstacles to customer satisfaction and / or financial performance.

12. Communicating across organizational boundaries - from engineers through to senior managers.

13. Looking out for client's and Microland's long-term interests.

14. Act as a point of technical escalation and resolution during any escalation.

15. Proactively work with teams during the issues where we are not able to meet SLA and ensure that appropriate staffing resources are assigned, put in place, and effectively utilized at the appropriate time.

16. Attend weekly review meetings - week's issues, process updates, customer feedback and critical activities in the pipeline.

17. Review Operational Metrics for improvement & compliance.