IT Service Delivery Manager

SUMMARY:
IT Service Delivery Manager

POSITION INFO:


Basic Function: 
- This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams
 
Essential Functions
 
- Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective
- IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
- Participate in ongoing Service Delivery Reviews (MBR / QBR)  and also on new business growth calls with client / internal stakeholders.
- Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
- Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit 
Teams to meet compliance requirements.
- Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
- Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.
 
Skills
 
Technical Skills
- Good understanding of Networking, Systems, Voice and business applications.
- An industry recognized certification like ITIL / ITSM is an advantage.
- Understanding of Project management methodology
 
Process Specific Skills
- Ability to interface and communicate at all levels within EXL and Client organizations.
- Understanding of Enterprise Business Processes, IT Process, Service Delivery is vital.
- Working knowledge of  MS office, MS Project and Visio.
 
Soft skills (Desired)
- Good presentation and interpersonal skills.
- Excellent problem solving skills in a cross functional environment
- Client stakeholder management
 
Soft Skills (Minimum)
- Strong verbal and written communication skills
- Strong customer service orientation ability to connect with global customers and work with Global teams.
- Good listening and consultative skills.
Education
- Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP

Experience:
·         Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats)
·         Willingness to work in a 24 x 7 environment.

NB! This job is now closed. You can apply for other jobs by uploading your CV.