Total IT Global

Deputy Manager- Service Delivery


  • 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.


  • 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


  • 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

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