|Company||Information and communications technology company|
|Position||Senior Service Delivery Manager|
|Required Experience||10-15 Years|
|CTC||Best in the industry|
|Location||Pune, Chennai, Hyderabad, Bangalore, Delhi|
|Posted On||07 Oct 2021|
|Application Deadline||07 Jan 2022|
Service delivery manager,SDM,ITIL,ITSM,IT service,IT delivery,IT infrastructure,Team management
The overall management and control of the operation of formal contracts between own organization and suppliers, for supply of products and services. Work closely with Account Delivery executive(s) and/ or Service Delivery Managers in the region/territory. Manage one or more customer accounts.
• Manages service delivery to clients in order to deliver contracted service commitments & continual service improvements.
• Accountable for forecasting and management of the account P&L (orders, revenue & margin) he/she manage
• In conjunction with the client identifies & defines requirements for new services. Ensures such services are professionally introduced & accepted into service.
Depending on the size of the account, identifies opportunities for new business and account growth. Works independently, or with the Service Delivery Team or Delivery Executive, to develop new business within the account.
• Proactively manages internal and external suppliers in a service partnership as ‘one service team’ to senior level clients.
• Contributes to the continual improvement of Service Delivery standards & practices.
• As appropriate, manages the service delivery team of SDMs and Specialists delivering to the client(s), driving development and effectiveness.
• Accountable for client satisfaction ( CSAT)
• Responsible for the management of quality/ business process excellence in sphere of influence.
• Provides leadership and direction to teams spread across multiple projects, SLs resources.
Guide the team who is working with SLMs and ensure delivery of services are handled professionally
Adoption of Best practices defined by Service Lines
Conduct regular Service Reviews with Account DEs and or SDMs
Building and maintaining customer relationships at account(s) level
Key Performance Indicators
• Service performance meets service level agreement (SLAs).
• Service availability, continuity, security & capacity.
• Contract margin at account(s) Level
• Account Mining
• Client satisfaction scores & action plan.
• Performance Management of team reporting to them
• Drive key performance indicators for various clients
• Possesses strong business and industry acumen, and uses this knowledge to initiate and develop client relationships to drive new business opportunities
• Service level management (SLMO): Ensures that service delivery meets agreed service levels. Creates and maintains a catalogue of available services. In consultation with the client negotiates service level requirements and agrees service levels. Diagnoses service delivery problems and initiates actions to maintain or improve levels of service. Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency.
• Stakeholder relationship management (RLMT): Develops and maintains one or more defined communication channels and/or stakeholder groups, acting as a single point of contact. Gathers information from the client to understand their needs (demand management) and detailed requirements. Facilitates open communication and discussion between stakeholders, using feedback to assess and promote understanding of need for future changes in services, products and systems. Agrees changes to be made and the planning and implementation of change. Maintains contact with the client and stakeholders throughout to ensure satisfaction. Captures and disseminates technical and business information.
• Financial management: Monitors and manages P & L, expenditure, ensuring that all financial targets are met, and examining any areas where budgets and expenditure exceed their agreed tolerances. Assists with the definition and operation of effective financial control and decision making, especially in the areas of service, projects and component cost models and the allocation and apportionment of all incurred costs. ( At account Level)
• Contract management (ITCM): Oversees and measures the fulfilment of contractual obligations. Uses key performance indicators (KPIs) to monitor and challenge supplier performance and identify opportunities for continuous improvement. Develops strategies to address underperformance and compliance failures, including application of contract terms. Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of program/projects. Negotiates variations and seeks appropriate authorization. Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes. Develops and implements change management protocols.
• Good communication and presentations skills
• Business risk management (BURM): Carries out risk assessment within a defined functional or technical area of business. Uses consistent processes for identifying potential risk events, quantifying and documenting the probability of occurrence and the impact on the business. Refers to domain experts for guidance on specialized areas of risk, such as architecture and environment. Co-ordinates the development of countermeasures and contingency plans.
• Client services management: (CSMG): Monitors client services function and collects performance data. Assists with the specification, development, research and evaluation of client services standards. Applies these standards to resolve or escalate clients’ service problems and gives technical briefings to staff members.
• Change implementation planning and management (CIPM): Creates the business readiness plan, taking into consideration IT deployment, data migration, capability deployment (training and engagement activities) and any business activities required to integrate new processes or jobs into the "business as usual" environment. Determines the readiness levels of business users with regard to upcoming changes; uncovers readiness gaps and creates and implements action plans to close the gaps prior to going live. Assists the user community in the provision of transition support and change planning, and liaises with the project team. Monitors and reports progress on business readiness targets, business engagement activity, training design and deployment activities, key operational metrics and return to productivity measures. Defines the series and sequence of activities to bring stakeholders to the required level of commitment, prior to going live.
• Service acceptance (SEAC): Engages with technical design and project managers or Project Management Office, to ensure correct products are produced, in a timely fashion. Evaluates the quality of project outputs against agreed acceptance criteria.
• Change management (CHMG): Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, and suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.