- Single Point of Contact SPOC for Technology with respect to Operations.
- Primarily client/user facing
- Building a personal relationship with both internal & external clients
- Support business operations to meet Technology SLA across centres/clients handled.
- Monitoring overall performance of services
- Track and Maintain Client SLA (Internal & External)
- Building service reports
- Identifying the reporting requirements
- Ensure timeliness and accuracy of SLA, uptime and call Analysis reports
- Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients)
- Managing customer expectations Weekly/monthly conference calls with on all areas of technology support functions.
- Would be responsible for technology and systems availability, technical SLA management with internal/external clients, Developing of IT service continuity plans with SMEs
- Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions.
- Work with Incident Management team and respective other departments for faster restoration of services
- Good communication around issues and opportunities get things done, make things happen
- Manage Customer VOC w.r.t Technology
- Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed.
- Ensure all established processes are being practiced for operations interfacing with technology and support desk.
- Building Service improvement plans
- Work with Support managers to build capacity plans
- Understand the client technology solution and find areas of improvements
- Removing all obstacles to customer satisfaction and / or financial performance
- Working in a typical ITIL/ISO20000 frame work
- Vendor/3rd party management responsibilities
- Communicating across organizational boundaries from engineers through to senior managers
- Looking out for clients and FSLs longterm interests
- Collaborating with senior management on client account management and growth
Service Delivery manager - Bhopal/MP/Kerala/Cochin/Kochi/Trivandrum/Thiruvananthapuram/Bangalore/Metros, India - iimjobs
Found in: beBee S2 IN - 1 week ago
Description
Profile :
Manager
Job description :
Role Description :
A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization.
They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, and managing budgets.
Role & responsibilities :