Associate Service Delivery Manager ||
- Microland
- 9 - 14 years
- Bengaluru
- 4 years ago
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Job Description
Experience : 8+ years
Location : Bangalore
Acceptable Notice period : Immediate to 1 month
Shifts - UK shift
Should have relevant experience in IT Infrastructure industry
MAIN RESPONSIBILITIES AND ACTIVITIES
- The position holds the accountability across all aspects of the Service Delivery organization
- Should have experience in managing Service Desk and Infrastructure Support teams
- Should have experience in managing L2 & L3 teams across multiple service lines
- Responsible for day to day operations of the delivery teams
- Responsible for reporting of performance against the agreed Service Levels and for all contractual agreements with the customer
- Revenue maximization and identify new business opportunities with existing services
- Build and manage the various services in operations and direct all related People/ Process and Technology competencies
- Preparation of Competency levels of the team members and identify the areas of improvement
- Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas(especially Root Cause Analysis) and proactively carry out corrective actions
- Manage critical customer interactions, Conference Calls, ensure escalation are triggered on time and to the appropriate persons
- Responsible to drive weekly and monthly service reviews
- Transition activities include, Takeover New services and Process, Resources onboarding, Metrics and Performance dashboards, Audits and Performance Management, Induction framework, Training and Skill Development for new skills
- Service Management: Incident Management, Change Management, Problem Management, CMDB Management, Asset Management
- Business Development: Understand New Business cases and client needs, Understand and Develop new structure of Organization and effective Solution, Demonstrate delivery methodology to Prospective clients, Costing and Pricing for new Business cases
- Strategy and Synergy: Identify the challenges in the existing Delivery and identify areas for New (possible) Business Offering Areas, Identify and Define new delivery methodology, Identify and Define skills and capabilities of new managers and identify needs for development, Identify different thresholds for achievements
- Delivering and maintaining the following documentation:
- Service Level Reporting
- Action Log
- Risk Register
- Operations manual
Operations Management
- Operations Program Management Process Management, support Knowledge Management initiative, ensuring 100 % maintenance of SOPs in Knowledge repository
- Working knowledge of ITIL service management processes
- Should have handled teams from Service Management (Incident, Change & Release, Problem Management)
- 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
- Support audits (ISO,GDPR,etc)
CERTIFICATION
ITIL, Six Sigma, ISO 27K, ISO 20K
Interested candidates can share their resumes on Bh****C@mi******d.com
Job Classification
Industry: IT Services & ConsultingFunctional Area: ITES, BPO, KPO, LPO, Customer Service, Operations,
Role Category: Back Office/Web/Transaction Processing
Role: Back Office/Web/Transaction Processing
Employement Type: Full time
Education
Under Graduation: Any Graduate in Any SpecializationContact Details:
Company: MicrolandAddress: No.1 B,,RMZ Eco Space Business Park,Outer Ring Roa, d,Bellandur, BANGALORE, Karnataka, India
Location(s): Bengaluru
Keyskills: Service Delivery Management IT Infrastructure
Microland
Microland Limited Microland is India's first Hybrid IT Infrastructure Services Provider and a trusted partner to enterprises in their IT-as-a-Service journey. Headquartered in Bangalore, India, Microland has over 3,700 professionals across its offices in India, North America, Europe and Middle ...
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