Key Performance areas - Tracks outputs against Service Level Agreement and reports to Senior Manager on any unforeseen issues arising - Monitor and control time capture and time approval of consultants on projects; - Monitor and control project costs Client Impact: External / Internal - Manages day-to-day deliverables of team on client engagements / projects - Proactively identifies client service and technical issues and implements resolutions to address these - Develops productive working relationships with client teams Operational Effectiveness - Consistently reviews and analyses standard and quality of team deliverables and implements changes as necessary - Meets regularly with client and client teams to understand issues, anticipate needs and address these - Keeps Senior Manager updated on status of engagement - Provides ongoing communication to teams on status of engagement / project, changes, achievements, etc. Development/Growth of Team - Shares expertise and knowledge with team members and counselees on an ongoing basis - Develops good working relationships with key talent in team - Monitors resource requirements for engagement and communicates to management the need for increase / decrease in team headcount - Maintains own development and knowledge in specialized area Specialized Competencies - Monitoring Delivery - People management and mentorship - KPI measurement monitoring and reporting - Resource managing and scheduling (Analytical/Decision Making capabilities) - Customer orientation and responsiveness Leadership / Behavioural Capabilities - Strategic direction - Understands key objectives for clients and company, aligns people to objectives and sets priorities and direction - Talent development - Develops high-performing people and teams through challenging and meaningful opportunities Qualifications Required : - Preferably a degree in Information Systems or Computer Science, or equivalent certification/experience - Project Management methodology (PMBOK / Prince2 / Agile) Key Competencies required: - Technical Competencies - Manage Efficiency of Service Delivery - Project management experience and capabilities Customer Perspective - Responsible for the achievement of contracted SLAs per service - Facilitate the contract and service management reporting and submit to clients according to the negotiated schedule - Present the contract and service management reporting monthly in the respective client forums - Regular client interaction regarding service management and SLAs to ensure effective engagement with the client in accordance with the account engagement model - Manage business as usual deployments and business requirements/issues to ensure operational targets are achieved - Ensure that IT technical, applications and operations management activities are satisfactorily performed within agreed time lines and with due regard to accepted ways of work - Establish and maintain good business relationships with key stakeholders - Engage with customers and resolve issues satisfactorily to ensure the retention of clients through contract renewal Escalation Management - Analyse the operational environment to identify trends and patterns that require problem investigation by using incident data - Monitor environment and recommend/action improvements - Develop relationships and communication mechanisms with vendors - Custodian of knowledge and expertise related to delivery management Internal Perspective - Prepare service management reporting per portfolio, highlighting SLA achievement, service penalties and progress on SIP's as negotiated with the Regional Operations and Key Account Managers - Ensure appropriate competency and capacity level to support client - Responsible for all people management related activities for team - Ensure all employees are trained and competencies assessed as per client service requirement Behavioural Competencies - Excellent communication skills, both written and verbal - Effective interpersonal and relationship building skills - Good mentorship and coaching ability with desire to develop self and others - Strong client delivery focus - Adaptable, managing change and ambiguity with ease - Focus on quality and risk - Sound problem solving ability

Mumbai

Service Delivery Manager - IT 

Job Description for Service Delivery Manager - IT  in Smart work Consultants in  Mumbai for (12-18) years of experience. Apply Now!