Service Delivery Manager - ITeS/BPO/KPO

Company: Brahmini Technologies Pvt. Ltd.

Industry: Outsourcing Services

Job Function -ITES BPO KPO Support

Company Details: Third Party BPO / KPO in Pune

JOB DESCRIPTION -SERVICE DELIVERY MANAGER

- Creating and periodically re-negotiating Service Level Agreements with the assistance of Sales and the maintenance line manager;

- Translating customer requirements into working instructions for Delivery; creating Procedure and Agreement Documents (PAD);

- Mitigating and solving escalations with urgency and determination;

- Providing detailed reports as per an agreed schedule (or on request), including management and account performance reports;

- Managing the transition phase of transferring the functional, technical and procedural knowledge to our maintenance and support organization;

- Building and maintaining customer relationships;

- Ensuring that quality services are delivered with regard to the agreed SLA.

JOB DESCRIPTION - PROJECT DELIVERY MANAGER

1. Direct and manage project development from beginning to end.

2. Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.

3. Develop full-scale project plans and associated communications documents.

4. Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.

5. Liaise with project stakeholders on an ongoing basis.

6. Estimate the resources and participants needed to achieve project goals.

7. Draft and submit budget proposals, and recommend subsequent budget changes where necessary.

8. Where required, negotiate with other department managers for the acquisition of required personnel from within the company.

9. Determine and assess need for additional staff and/or consultants and make the appropriate recruitment if necessary during project cycle.

10. Set and continually manage project expectations with team members and other stakeholders.

11. Delegate tasks and responsibilities to appropriate personnel.

12. Identify and resolve issues and conflicts within the project team.

13. Identify and manage project dependencies and critical path.

14. Plan and schedule project timelines and milestones using appropriate tools.

15. Track project milestones and deliverables.

16. Develop and deliver progress reports, proposals, requirements documentation, and presentations.

17. Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.

18. Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

19. Define project success criteria and disseminate them to involved parties throughout project life cycle.

20. Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work.

21. Build, develop, and grow any business relationships vital to the success of the project.

22. Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements.

23. Develop best practices and tools for project execution and management attribution.

Interested please mail there profile to hr@brahminitechnologies.com

Preeti Singh Kanodia
AM- Human Resource