Job Description

Key Responsibilities: Oversee the delivery of Application production support services, ensuring the service qualities are meet Develop and implement service delivery processes and best practices to improve efficiency and effectiveness. Serve as the primary point of contact for clients, addressing their needs and concerns promptly. Build and maintain strong client relationships to ensure high levels of customer satisfaction. Lead, manage, and mentor service delivery teams, fostering a collaborative and high-performance culture. Ensure that team members have the necessary skills and resources to deliver exceptional service. Monitor service delivery performance, using metrics and KPIs to identify areas for improvement. Conduct regular service reviews with clients to discuss performance, issues, and upcoming changes. Manage and resolve service incidents and problems, minimizing impact on clients. Implement proactive measures to prevent future incidents and improve service reliability. Identify opportunities for process improvements and implement changes to enhance service delivery. Stay updated with industry trends and advancements in technology to continuously improve service offerings. Prepare regular reports on service delivery performance for internal and external stakeholders. Maintain comprehensive documentation of service delivery processes, incidents, and resolutions. Minimum of 12 years of experience in application production support service delivery or IT service delivery. Proven experience in managing service delivery teams and client relationships. Strong leadership and team management skills. Excellent communication and interpersonal abilities. Strong problem-solving and analytical skills. Proficiency in IT service management (ITSM) tools and practices, preferably relevant ITIL V4 advance certifications Ability to work under pressure and manage multiple priorities. Ability to work flexible hours, including evenings and weekends, as needed


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About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.


Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.


Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.