Deputy Manager- Service Delivery

Location:

• Delhi, India

Duties and Responsibilities

• Accountable & Responsible for all SLAs for the assigned clients as per the SOW
• Oversee and provide guidance to Transitions Team to get the project smoothly transitioned into BAU stage
• Successful service delivery – manage service delivery SLA achievement and high level of customer satisfaction
• Monitor overall performance of services and timelines to deliver
• Good communication around issues and opportunities gets things done, make things happen
• Building, maintaining, and analyzing service reports to address any possible delays before it occurs
• Monitor, Measure & Manage the performance of Delivery team & Service Desk against client expectations / commitments
• Incident management, Escalation management and Asset management (Stock replenishment) for hardware maintenance contracts
• Distribute service reports Daily/ Weekly/ Monthly to key internal personal and clients and raise any potential risks/issues
• Removing all obstacles to customer satisfaction and / or financial performance
• Communicating across organisational boundaries – from bottom to top level
• Following up, escalating and taking action if service delivery is not meeting expectations
• See upcoming issues proactively & be ready with the possible solutions
• Working with the client delivery teams along with FSO teams to identify and manage service improvement activities
• Propose any amendments/ideas to improve processes & to keep customer delight for long run
• Develop and implement processes with client to ensure effective information flow to speed up delivery timelines
• Ensuring operations teams are aware of changes and are prepared
• Building a healthy professional relationship with key client team members & should connect with them on weekly / Monthly basis (call/face to face)
• Collaborating with senior management and key account manager on client account management and growth
• Partner billing approvals, Monthly billing to client
• Need to make sure that the attendance of all FTEs are placed in the projects is 100%
• Make sure every assigned project has sufficient pool of backfills to cover the primary
• Fortnightly/ Monthly connect with all the FTE
• Make sure all the FTE meet the guidelines as per the SOW
• SDMs to make sure that they have at least 2 succession plans readily available in case of any FTEs resignation or separation
• Backfill succession plan should also be readily available & make sure no site stays ideal in the assigned projects
• Make sure related (Internal + External) teams are looped in immediately as soon as escalations is received & they start working towards normalisation of services
• SDMs to make sure that BCP is initiated in case of any Incident & service continuity is not affected
• SDMs to inform Senior Management team immediately & share the updates in the timely manner.

Resource Management

• Hiring and retain the best talent via performance management
• Training and development of resources to meet the continuous demand
• Managing the team and drive the achievement of their agreed goals and KPI
• To ensure the continuous growth of team members in-order to achieve employee satisfaction.

Qualifications

• Bachelor of engineering (IT or CS) degree minimum. MBA preferred

Experience Required

• Experience – 8-10 years’ experience, with at 4-6 years’ experience in Service Delivery Infrastructure
• At least 4-5 years project management/ service delivery man

Skills and Abilities

• MS Office suite including MS Visio, MS Projects and advanced Excel skills & Presentation skills
• Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
• Must be able to communicate & partner with other departments and contractors to achieve targets
• Customer management: tactful, resolute and committed to providing excellent customer service
• Ability to deliver technical presentations competently
• Must be good in reporting & converting it into a meaningful deck
• Must be able to interfaces with customer “executive” level management on a regular basis
• Delivering results: ability to plan and organise self and work in order to achieve objectives and targets.

Professional Certification

• ITIL V3 intermediate Certified
• Prince V2 Certified – preferred
• Experience in implementing Intel-based servers, UNIX-based servers and storage hardware from major vendors -IBM, EMC,HP, DELL etc

Working conditions (You may choose to capture this later)

• Flexible to travel (Locally and international)
• 50% of the time and work under aggressive project timelines
• Be available 24/7 as needed by client requirements

Competencies

• Integrity & Sincerity
• Accountability
• Excellent
• Communication skills
• Think & Act Smart
• Proactive – Takes initiative
• Out of box thinker
• Ability to Influence/ Convince
• Aggressiveness
• Flexibility
• Attention to Detail
• Team Leader/ ability to build high performing team
• Building Partnerships
• Building Trust
• Perseverance
• Energy Level
• Technical Expertise
• Interpersonal Skills

Personal Attributes

• Excellent communication and reporting skills
• Self-starter and self-motivated, willing to put in extra time
• Clinical and attentive to detail
• Solution driven; able to react quickly and resolve issues so that the workflow can continue
• Must be able to perform under pressure
• Must be able to persuade and influence others
• Good relationship builder with strong diplomacy skills
• Must aspire to a culture of service excellence