Job Description

Service Delivery Manager

Req ID: 49385

Location: Bangalore, IN

Location: Bangalore
About Us Sapiens International Corporation (NASDAQ and TASE: SPNS) is a leading global provider of software solutions for the insurance industry, with a growing presence in the financial services sector. We offer integrated core software solutions and business services, and a full digital suite for the property and casualty/general insurance; life, pension, and annuities; and reinsurance markets. Sapiens also services the workers’ compensation and financial and compliance markets.
Our portfolio includes policy administration, billing, and claims; underwriting, illustration and electronic application; reinsurance and decision management software. Sapiens’ digital platform features customer and agent portals, and a business intelligence platform. With a 30-year track record of delivering to more than 600 organizations, Sapiens’ team of over 4,000 employees operates through our fully-owned subsidiaries in North America, the United Kingdom, EMEA, and Asia Pacific. For more information: www.sapiens.com.
Job description – Service Delivery Manager
The IT Service Delivery Manager in Sapiens, is accountable for the end-to-end delivery of programs and projects to meet customer needs, and responsible for customer relationships across their span of control.

The IT Service Delivery Manager is responsible for the relationships with their customers in EMEA region.

Your future duties and responsibilities

• Working with a team of dispersed resources across the globe to deliver technology projects/Service on time, within budget & SLA.
• Drive process transformation and continuous service improvement programs for various engagements using industry best methods and techniques
• Define Service level KPI measurement framework for various engagements
• Facilitate integration of service management tools with processes and SLA KPIs
• Perform process and SLA KPI s testing on service management tools
• Timely reporting of the status on the assignments to clients and stakeholders
• Adhere to SOW of consulting framework and processes while delivering any assignment
• Active contribution in Presales activities and customer relationship management
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence.
• Holding the teams to the highest standards, project discipline and accountability
• Continuously improving/innovate delivery model, process and strategy and implement with the associated teams.
• Able to manage priority and complex stakeholders.
• Ensure updates to knowledge repository on the assignment worked delivered
• Mentoring other Service Management consultants for skills and capabilities development

Primary Skills:
to be successful in this role

• Experience delivering projects using project management methodologies & principles.
• Monitor and manage end-to-end delivery of programs(projects/services).
• Enforce program level processes and tools
• Provide leadership and direction to team members
• Act as escalation point and provide appropriate resolution.
• Develop good account strategy and account development plan.
• Build or Maintain a sustainable client relationship.
• Must have working knowledge on ITIL.
• Preferred knowledge of DevOps process and all required tools.
• Must have worked with SNOW & JIRA
• Must have experience in managing & resolving complex issues, preventing escalations and risks.