Service Delivery Manager

Service Delivery ManagerService Delivery Manager is accountable for managing service delivery of client account and promoting new business growth continuous improvement of productivity, service quality and customer satisfaction.

Focus AreasKPIs : Delivering service that meets SLA and delights the customer (KPI : SLA achieved high customer satisfaction) Achieving productivity improvements (KPI : Value for customer & enhanced margin) Transforming and growing the business (KPI : Further profitable service revenue) Developing strong relationships with Customer(s) and teams (KPI : Strong network in place & people development is evident) Manage Profitability - responsible for Budgeting (KPI : PL and Financial Management) Advocacy of domain solution capabilities (KPI : Develop strong domain capability & elevate relationship with customer leadership) Required Skills : 1.

Lead and Manage large teams spread across multiple geographies and various technical towers.2. Strong ITIL & SAFe Agile Processes knowledge3.

Vendor Management & Contract Negotiation Skills & Experience.4. Overall Strong Technology Landscape Understanding & Experience of Managing end-to-end Telecom Application Delivery engagements with excellent knowledge in O / BSS, Digital Solutions, IoT, Video Services domains.

5. Knowledge of latest cloud technologies from different cloud providers like Azure, AWS, Microsoft & Google6. Experience of working with technical architects and design engineers7.

Strong written and verbal communication skills8. Strong Analytical and Presentation Skills9. Budgeting and P / L management experience10.

Strong client relationship management skills Build and Manage customer relationship at Dir / Sr. Dir / CXO level11. Strong knowledge and experience in IT Operations management12.

Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members13.

Experience of managing multiple parallel projects and ensuring on-time as well as quality delivery of the projectsKey Accountabilities : Accountable for managing end to end service delivery for one dedicated account Accountable for overall end-to-end IT application service delivery from multiple tracks (Digital, Analytics, Video Application, IoT Applications, Order Management, Billing, Service Assurance etc.

Provides a focus for SLA management and customer satisfaction. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.

Build and nurture client relationships across levels in CIO, CTO, CPO & Business Organizations In conjunction with the Accounts / Sales teams stimulates & defines requirements for new services in line with Service Line Strategy.

Ensures such offerings are professionally introduced, accepted and deliverable Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.

Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures.

Ensures resources, capabilities, and capacity to meet both existing and new business demand Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole service team, including Customer other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients Ensures robust