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    Service Delivery Manager - Noida, India - Idemia

    Idemia
    Idemia Noida, India

    14 hours ago

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    Description

    Since our founding, IDEMIA has been on a mission to unlock the world and make it safer through our cutting-edge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries, including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography, we enable our clients to unlock simpler and safer ways to pay, connect, access, identify, travel and protect public places – at scale and in total security.

    Our teams work from 5 continents and speak 100+ different languages. We strongly believe that our diversity is a key driver of innovation and performance.

    Purpose

    Education & Technical Skills
    Experience in implementation large and complex projects covering IT, information systems (database, network, IT security) with use of external contracting
    Solid understanding of business process and change management
    IT Service Management practitioner PMP and/or and ITIL v4 Certified will be an advantage
    Strong organizational and management capabilities, and solid understanding of full development cycle.
    Effective command of MS Office tools (Word, Excel, PowerPoint, Project, Outlook)
    Good grasp of financial concepts and procurement process.
    Experience & background
    Experience in service and project management in a service provider / systems integrator environment
    Exposure in areas across Network, Infrastructure, Data Centre services, Application, Managed Services and Hosting
    Exposure in areas of managing large number of touchpoints deployment would be an added bonus

    Key Missions

    Main responsibilities
    Meet or exceed all SLA's and KPI's for service delivery to the customer
    Serve as main escalation point for the customer, and ensure accurate and effective delivery of all contracted Services and SLAs
    Work closely with Program, Sales and Pre-sales teams to ensure effective delivery of additional infrastructure, software and services
    Work closely with Technical Support team and external vendors to provide operational guidance and strategic direction
    Manage the costs associated with the delivery of contracted services within the approved budget
    Develop and update project / maintenance plans, procedures, work instructions and other project documentation
    Take the lead during critical incidents; handling the needs of various stakeholders (e.g. customer, senior management, work teams) while ensuring issue can be resolved within SLA
    Identify operational risks that could compromise contractual commitments and work with the Support Team to mitigate them
    Produce monthly reports for customers, as well as project governance reports and dashboards for management
    Manage sub-contractors and vendors, ensuring their services meet contractual commitments
    Handle hardware and software maintenance agreement renewals, ensuring adequate warranty support for all infrastructure components
    Support new business opportunities during the pre-sales stage, e.g. deliver quotes for change requests / project / maintenance proposals

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