Microland - Service Delivery Manager

Service Delivery Manager

General Brief :

- Responsible for managing service delivery for (EUS) end user support for Domestic Clients

- Responsible for Mutilple client delivery with a span of 80-100 resources

- The support scope would be mix of deskside and remote

- Responsible for managing but not limited to the below

Operations Management :

- Operations - Process Management Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository

- Maintain 100% technical SOP in Support central for any new type of technical issues

- Working knowledge of CRM Proactively initiate Process Improvements keeping in mind, Inputs from Audit Process, Best practices across industry and ITIL guidelines

- Reduction of cycle times for any process, Inputs from Customer Feedback

- Contracting and subcontracting engagements

Transition :

- Transition activities include, Takeover New services and Process & Framework, Resources, Metrcis and Dashbaords, Reviews, Audits and Performance Management, Induction frame work, Training and Skill Development for new skills

Metrics Management :

- Understand clearly operational definitions for all processes, Understand how we measure all critical data points in the processes, Improve any irregularities reported as a result of the Metrics Dashboards

- Always update weekly and monthly dashboards as defined Load, CMDB, SLA data, Billing data, Resource Productivity Provide additional support during ramp -up stages, Assist in training new team members, Up skill to take on additional deliverables

Desired Skills and Experience :

- Any graduate with 8-12 yrs in service delivery in (EUS) end user support

- Prior experience in Service Delivery and Program Management in the IT Infrastructure/Managed Services Space is a must

- Should have managed a team of 80-100 + resources for deskside & remote in multi customer environment

- PMP, ITIL and Related Quality certifications preferred.

- Domestic client engagement is a must