Job Description

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JD - Service Delivery Leader

Role KRA s –

Service Delivery Leader is expected to leverage ongoing digital initiatives to take current ‘ISG - Service Delivery Organization’ to next level by incorporating digital experience, speed, scalability and resilience.

• Service Delivery Leader will champion the planned initiatives under Digital Roadmap such as Automation (RPA), Digital Command Center, Cloud-Led Digitalization and Digital Transformation in his/her respective area
• Ensure high levels of performance in incidents, service requests and change requests, accurate reporting
• Establish service improvement activities when required
• In capacity of owner of the escalation process, the Service Delivery Leader will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitoring, controlling and supporting service delivery and also ensuring systems, methodologies and procedures are followed
• Making recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Be accountable for the quality of Service and performance; capacity planning based on future demand

Qualities and Skills required

• Experienced Service Management professional in a large-scale and diverse environment
• Previous experience of leading a large team & experience of managing 3rd parties and 3rd party delivered services
• ITIL Qualified and expert knowledge of ITIL disciplines
• A passion for Service Improvement
• Excellent leadership and people management skills with willingness to support and mentor junior staff
• Excellent customer facing/customer service skills and ability to work under pressure to meet deadlines
• Able to demonstrate initiative and a proactive approach to daily tasks

Primary Location: India-Birlasoft Ltd (India)-Pune- Hinjawadi
Job: Enterprise Application Tech
Organization: Birlasoft Limited
Schedule: Regular
: Full-time
Job Posting: Aug 19, 2022, 5:50:06 AM