Area Service Delivery Manager

Duties and responsibilities

• Accountable & Responsible for all SLAs for the assigned clients as per the SOW (Scope of work).
• 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 get 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 organizational 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 the 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.
• 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 normalization of services.
• To make sure that BCP is initiated in case of any Incident & service continuity is not effected.
• Hire and retain the best talent via performance management
• To share the updates in the timely manner to the management.
• To ensure training and development of resources to meet the continuous demand.
• To manage the team and drive the achievement of their agreed goals and KPI.