Job Description

Location - Bangalore Company- An IT Services company with 4000+ employees based in Bangalore and setting up operations in Noida Experience - 5 Years Who is a Service Delivery Manager An Overview The role of a service delivery manager is entirely customer-facing. Duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users. One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. A full-time role, the service delivery manager is also expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders. The service delivery manager jobs, which embrace both administrative and technical roles, are best suited for skilled and hard-working individuals who possess superb leadership and interpersonal skills, and who are passionate about delivering end-to-end customer-driven solutions. of a Service Delivery Manager Service Management . Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary . Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews . Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery . Developing a deep understanding of projects to gain insights into the scope of service delivery . Taking accountability for service delivery performance, meeting customer expectations, and driving future demand . Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization Performance and Quality Management . Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades . Providing accurate and regular reports to the management on performance of the service delivery . Leading personnel management, including staff recruitment, performance assessment, training, and mentoring . Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments Service Delivery Manager Skills . Proficiency in leading both physical and virtual teams . Experience in dealing with third-party-provided services . Operational ability in a diverse, large-scale environment . Exceptional customer-facing skills . In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery . Mastery of ITIL (Information Technology Infrastructure Library) principles . Expertise in people management and leadership . Strong organizational skills . Capacity to train and guide junior team members . Ability to manage and prioritize tasks efficiently . Solid resource planning and problem-solving skills . Readiness to demonstrate a proactive attitude . Excellent verbal and written communication skills

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