Role - Senior Service Delivery Manager
This role will report to the Account Director and be responsible for effectively managing support services for a large enterprise account. This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.
Qualifications
- Graduate in Engineering, Sciences, or Business
- Postgraduate in Management preferred
- ITIL Certification strongly preferred
Work experience
- Experience of 12 years or above in IT consulting or services
- Minimum experience of 5 years in a service delivery management role
- Must have managed SAP projects or service delivery Success in this role is measured by such things as:
- Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
- Stakeholder Management and Relationship (Customer Feedback)
- Team Happiness Index (360degree feedback)
- CSAT Score
People
- Manage team proactively, guiding team members on processes and business
- Onsite team management
- Manage remote teams and offshore team
- Define shift roaster and manage team in different shifts including 24X7
- Become single point of contact for the team members
- Become communication bridge between team and customer
- Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
- Represent Invenio with customer, vendors and other project team members
- Display time management skills
- Manage team turn-over, minimize regretted attrition, minimize transition impact
Delivery
- Manage Incident Resolution
- Drive steering committee meetings at regular intervals
- Drive fast decision making or escalate to appropriate levels for a proper action
- Measure SLAs, Process improvements and review with customers/stakeholders
- Manage SLA Adherence
- Submit weekly, monthly reports to all stakeholders
- Measure and report commercials and manage gross margin
- Engage in tickets identification by processes, solution design, prioritize and resolve
- Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
- Manage, identify risks / issues, communicate in advance any infrastructure related issues
- Initiate Customer Satisfaction survey as defined by the company
- Bring efficiency in the processes and demonstrate the value to the customer
- Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
- Daily meetings with customer team. Coordinating with weekly account level meetings
- Escalation of potential service delays or issues to Customer
- Ensure adequate knowledge transition of current work activities.
- Identify and own requirements for change orders
- Resolve customer escalations within the defined escalation matrix
- Advise on the design, configuration changes for continuous improvement
Processes
- Define and enhance internal processes in the areas of incident management
- Apply ITIL Process and lead the team in process compliance
- Adherence to internal compliances and external compliances
- Support internal and external process audits
- Create quality awareness in the team and drive towards quality resolution of incidents
