Job Summary: We are seeking a detail-oriented and analytical Analyst to join out team. The ideal candidate will have strong data analysis, problem-solving and presentation skills with expertise in Microsoft Excel and PowerPoint. This role will involve working with large datasets, generating insights and creating impactful presentations to support business decisions.Key Responsibilities:Data Management & AnalysisExtract, transform and load data from data sources to excelUtilize advanced excel formulas - Mathematical, Statistical and Logical functionsSummarize and present data using pivots and tables for easy interpretationsIdentify trends, patterns and insights from data to support decision-makingEnsure data accuracy, integrity and consistency across reportsPresentation & ReportingCreate visually appealing PowerPoint presentations with charts, graphs, images and tablesTailor presentations for different audiences, ensuring clarity and impactPresent complex information in a clear and concise mannerAdapt presentations based on feedback from stakeholdersProblem Solving & Process ImprovementIdentify and analyze complex issues, developing innovative solutionsCollaborate with cross-functional teams to troubleshoot challenges and improve processesMonitor Key Performance Indicators (KPIs) and provide actionable insightsDevelop strategies to enhance operational efficiency and optimize business outcomesRequired SkillsProficiency in Advance Excel including formulas, pivots and data managementStrong PowerPoint skills with ability to create professional and impactful presentationsAnalytical mindset with ability to collect, interpret and analyze dataProblem-solving skills with a proactive approach to addressing challengesAttention to detail to ensure accuracy in reports and presentationsExcellent communications skills for presenting insights to stakeholdersAbility to work both independently and collaboratively in a team environmentPreferred QualificationsBachelors degree: Science, Commerce or Business administrationExperience: 0-1 yearsFamiliarity with advanced tools e.g., VBA, Power Query, Power Pivot, Python is advantageousThis job description should not be construed to imply that these requirements are the exclusive standards of this position. Incumbents are expected to follow other reasonable instructions and perform other related duties as may be required by their supervisor. Performance of this job in a safe manner and in keeping with established policies is a condition of employment.

Description Wanted: dynamic and creative individuals ready to connect with a like-minded team. You ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn t mean you ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that s connected - connected by freedom. Description: ISG is a leader in subscription research, advisory and strategy consulting services for senior business and IT executives, technology and software vendors and business / IT services providers. Our mission is to help our clients make better business decisions and create new business value through trusted and objective insights into the key market trends and emerging technologies driving real change. The Client Relations Executive will be responsible for providing personalized customer service and support to both information technology outsourcing (ITO) business process outsourcing (BPO) and telecommunications network service providers through ISG s Research practice. This role has a formalized career path developed by the ISG Research Executive Leadership team allowing a Client Relations Executive to pursue specific areas of subject matter expertise. These areas pertain to our business, e.g. strategic account development, benchmarking, client renewal efforts, marketing, etc. The career paths may be geared towards those who seek a management or individual contributor role within ISG Research. This role is a critical one to ISG Research s business and the firm. We seek candidates who have exceptional client facing and time management skills as well as a strong fluency with English. The candidate will be responsible for monitoring and tracking progress of all clients; conduct onboarding sessions, enable client renewals of subscription advisory services; communicate with both internal and external stakeholders, and general support of the Provider Services sales team on related opportunities/questions/issues. The candidate will be required to have knowledge of ISG Research s products including ISG Momentum services and other related services as they become relevant Roles and Responsibilities: Manage interaction with ISG Research s existing clients (IT, BPO and Network service providers) Liaison between provider and ISG Advisory community Identify proper usage of momentum services by scheduling advisor briefings and workshop for the clients aligned to client s objectives of the program Consultatively work with clients to ensure they see value out of their relationship with ISG; conduct on-boarding calls and regular cadence calls Drive and manage monthly/quarterly targets of usage of services per client assigned Provide an overview on ISG Tools, services and offerings purchased and track their usage regularly. Identify concerns of the client, if any. Compile suggestions to improve our products and manage the feedback process. Track and update client activity on a proprietary CRM Tool and create reports on a monthly/quarterly basis. Skills Required: A minimum of 2 years experience in Client relationship management, account management, marketing, and sales support function A general understanding of the ITO and BPO marketplace Excellent time management skills and the ability to juggle multiple projects with aggressive deadlines The ability to proactively troubleshoot client issues and work the client to resolve their issues in a satisfactory manner. This includes understanding the client issues, working with internal research and IT team members to resolve the issue, and communicate clearly and positively with the client throughout the process The ability to understand the importance of reporting to client measurement programs and to be able to discuss these concepts with clients The ability to work a flexible schedule, collaborating with both US and European regions. Will occasionally require evening work hours Exceptional cross-group collaboration skills with proven track record of breaking down silos and working with others to maximize impact Excellent written and verbal communication is a must, previous experience in working directly with global clients in the Americas, Europe and ROW will be helpful Education level: Bachelor s Degree with a diploma in Marketing/Operations At ISG, we don t just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

Description Wanted: dynamic and creative individuals ready to connect with a like-minded team. You ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn t mean you ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So get ready to kickstart your career with a team that s connected - connected by freedom. Description : The ISG Research Analyst supports dedicated research studies aligned to BPO/ITO, services industry verticals such as Manufacturing, Chemicals, Insurance and technology areas such as Mainframes, Cloud, Data Center service. The candidate is expected to develop expertise in the mentioned areas and track all inquiries. The Analyst is expected to conduct secondary research on specific companies for benchmarking assessment, create service provider profiles, track competitive landscape, and market trends. Another key dimension of the role will be to work with databases on outsourcing contracts and allied areas. This will require strong excel and analytical skills. The candidate will have significant ITO or BPO research experience, strong English writing and speaking skills, extensive experience in performing secondary research, and exceptional organizational skills. Quantitative research, familiarity with primary research techniques and exposure to financial analysis is a plus. Responsibilities: Successful execution of secondary research on multi-regional IPL studies Work on engagements that include service provider profile preparation, technology, and outsourcing trends Work on custom research engagements with sole ownership, high accuracy, and timely delivery Work on data analysis and charting, draw meaningful trends and insights Support lead analysts with analyzing and drafting service provider s capabilities and profiles Deliver ad-hoc requests related to study, competitive intelligence Ability to meet deadlines and deliver results with minimum supervision Excellent time management skills and ability to juggle multiple projects with aggressive deadlines Skills Required: Minimum 4+ years of technology research experience preferably in outsourcing, captives, BPO, and ITO. Experience working on databases like CapitalIQ, Hoovers, Factiva, Apollo, Hunter . Ability to locate and procure information from established and validated sources, especially senior client-facing executives. Ability to extract meaningful information and formulate a point of view based on interviewing internal and external experts, analyzing available data and filling gaps with secondary research. Excellent secondary research skills and analytical acumen, primary research would be an added advantage. Analyze and interpret information from raw data and provide actionable insights Track technology markets and understand enterprises focus areas/ needs and service providers /vendors capabilities. Analyze industry trends and data, and generate client-focused reports, briefings, and presentations focused on the Tech industry. Experience in report writing is a must. Ability to analyze quantitative and/or qualitative data to identify relevant findings. Advanced Excel skills and power-point skills Must be highly skilled in time management to facilitate involvement in multiple projects. Must have excellent teamwork skills as well as be self-directed. Must have the ability to work independently and manage communications with senior executives. Ability to work on a flexible schedule, collaborating with both the US and European regions. Might occasionally require long work hours. Education level and experience: Engineering from recognized institutes preferably with MBA Overall good academic track-record At ISG, we don t just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

Description Website: Leading Global Technology Research & Advisory Firm | ISG (isg-one.com) Wanted: dynamic and creative individuals ready to connect with a like-minded team. You ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn t mean you ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So, get ready to kickstart your career with a team that s connected - connected by freedom. Knowledge, Skills and Experience Qualifications Experience 5+yrs to 13 years+ recent experience with consulting engagements or with large consulting firm or specialty practice related to the system integration, service provider, and outsourcing industry. Significant experience in the deal advisory space. Must have advised clients on ITO sourcing transactions including those with Package Implementation, Agile and Waterfall SDLCs, or have led and managed deals at Service Providers Experience in developing, leading, and executing all components of sourcing agreements and associated transactions and / or transformation projects, including the services, financial, performance, resource, governance, service delivery and management, and contract terms. Experience focused on transformation aspects including IT transformations, shared services, operational improvement, outsourcing, and labor arbitrage. Working knowledge of capabilities of Tier 1 and Tier 2 outsourcing vendors. Practice development experience, including sales and marketing collateral development, IP development and solution development. An understanding of global corporate large deals practice - including drivers of win a deal, solution, cost drivers, ability to work with Service Providers to ensure effective cost solutions and agreed upon service level agreements. IT Project Estimation: Skills in ongoing project cost optimization and performance monitoring are necessary to ensure projects stay on track and within budget. Familiarity with various estimation techniques such as analogous estimation and parametric estimation is important. These techniques help in translating project requirements into work mapping units for structured validation. Experience in project estimation and control, including the ability to estimate project team hours based on roles and project outcomes. IT Project Control: Delivery management experience, including managing teams at all project phases, successful client relationship management and multi-project oversight. Experience in developing and managing project plans, including initial assessments, vendor research, selections, financial modeling, RFP creation, contract negotiations, and post-selection administrative actions. Risk Contingency and Complexity: Able to evaluate both technical and business complexities of a project helps in providing accurate estimates and identifying potential challenges. Able to interpret the levels of Project Maturity and capabilities of toolsets using in IT Transformation activities and their impact on overall project risk contingency. Proficiency in risk assessment and management, with the ability to identify potential challenges and formulate mitigation strategies. Modeling and Data-Driven Decision Making: Experience in building complex financial models and possesses a thorough knowledge of client budgets, the budgeting process, corporate finance at large, or geographically dispersed clients. The ability to leverage data for making informed decisions is crucial. This includes using historical data and statistical methods to validate project estimates and ensure accuracy. Comprehensive knowledge and experience in the financial management of IT Project Financial Modeling, global outsourced Services, and Service Providers. Consultative Ability to create and interpret technical documentation, including architectural diagrams, requirements definitions, and technical specifications. Able to advise clients in establishing their IT and sourcing strategy. Strong presentation, verbal and written communication skills with the ability to articulate complex ideas in easy-to-understand business terms to all levels of management including senior leaders. Technical Well versed in new age Digital technologies like cloud and digital solutions and how to embed them in large deals solutions. Proficiency in using advanced data analytics tools and techniques to analyze project data, identify trends, and make data-driven decisions. Understanding of machine learning and artificial intelligence applications in project estimation and control, such as predictive analytics for risk assessment and resource allocation. Comprehensive understanding of the SDLC and how different phases impact project estimation and control. Collaboration and Team Able to work with a team in a hybrid work environment. Team development and management experience, including recruiting, relationship management, mentoring and utilization management. Education Bachelor of Arts or Science degree in a technical or scientific field MBA/MS or other advanced degree(s) desirable Travel - Occasional, but potentially up to 20% - 40% required or as per project requirement. Computer Literacy Demonstrates an advanced level of knowledge with MS Excel. Demonstrates working knowledge with MS-Office suite of software applications and tools, including Microsoft Word, PowerPoint, and Copilot, Project, Teams, and Outlook Duties & Responsibilities The Consulting Manager participates as a key contributor or as a team member of large or mega-deal engagements in a given business function. The Consulting Manager serves as trusted advisor to clients and technology service providers in areas of technology expertise, sourcing, project management, financial modelling, executive relationships, leadership, negotiation, administration and marketing. The Consulting Manager participates as part of an advisory team in the delivery of ISG methodology and tools in support of client sourcing initiatives. The Consulting Manager assists and/or leads in the development of initial assessments, project plans, vendor research and selections, financial modeling, RFP creation, contract negotiations and post selection administrative actions. At ISG, we don t just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

Website: Leading Global Technology Research Advisory Firm | ISG (isg-one.com) Wanted: dynamic and creative individuals ready to connect with a like-minded team. You ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn t mean you ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So, get ready to kickstart your career with a team that s connected - connected by freedom. Position Overview: This is a full-time employment role We are looking for a Training Graphic Designer to join our growing Learning and Development team with a focus on developing innovative learning solutions and thought leadership in a client-facing role. This person will play a key role in developing material for highly effective blended learning solutions. The goal is to facilitate learners in acquiring knowledge, skills, and competencies in an effective and visually appealing manner. Responsibilities: The Graphic Designer designs digital media. Creates visually appealing and effective designs that are within company brand standards and meet the needs of our clients, under the guidance of the training and communication teams. Produces high-quality material while adhering to deadlines and evolving scope. Provides graphic design support for development of project-based communication and training materials Designs various training materials, such as communications videos using animation (Basic 2D), flyers, mailers, static graphics (icons, layouts, etc.) Works closely with various internal departments and external vendors to get direction that informs design. Works in a fast-paced environment. Stay current with the latest creative design trends and best practices. Manages project workload in collaboration with training and communication teams. Manages multiple projects simultaneously to meet deadlines. Strong attention to detail and quality of work output Required Skillsets This is a remote position based in India Three to five (3-5) years of experience in Adobe Creative Suits (Photoshop, Premiere Pro, Illustrator, Adobe Firefly) Demonstrated ability to: Manage multiple tasks and balance priorities Accomplish work under tight timelines and manage stress levels Communicate effectively with clients and team members (written and verbal) Work both independently and collaboratively as part of a team Ability to acquire technical skills quickly and efficiently Build strong relationships Strong attention to detail and quality of work output Education Bachelor Relevant Bachelors degree or work experience, preferably in a corporate or consulting role At ISG, we don t just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace, and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

Description Job Description for the Position: The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer. A Service Delivery Manager (SDM) in the manufacturing industry is responsible in ensuring that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. SDM should have had experience in managing a relatively large team of 80 to 100 team members Responsibilities: IT Services Management: Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. Expertise in managing customer relationships, acting as a primary point of contact for service-related issues. Expertise in Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management. Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings. Good experience in allocation of resources effectively to meet service demands. Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings. Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers. Own the KPIs agreed in the contract. Provide the periodical reports and other ad-hoc reports as per the contract to the customer Deliver continual improvement in service measures and KPIs PL responsibility Automation in service delivery Utilization Value add to customer-YOY by working closely with the in consultation with COE Overall SLA management - Operation interaction with technologies Lead / Service Owner Overall Customer Satisfaction Overall employee satisfaction Team Management: Management of onshore Offshore team members of up to 100 Motivation of individuals and building team working Employee retention, motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines Development of technical and personal skills for team members Address suitable career development of staff Personal Management: Demonstrates personal commitment to excellence. This is a middle - Senior management position and should concentrate on the control organization of the reporting staff members Maintain awareness of customer s business and IT s role in it Should be able to adjust to people, culture, policies and situations Will participate in monthly reviews and governance meetings Will coordinate QA, and Audit . Ability to work independently Should have very strong written and oral communication skills in English Skills Required: Education level and experience: Education - Minimum Qualification - Engineer 22+ years experience, with at least 10 years in IT Outsourcing services preferably from a Tier1 service provider Ideal candidate would be expected to have a good understanding of technology Familiarity with how managed services operate and the associated governance services.

Wanted dynamic and creative individuals ready to connect with a like-minded team. Youll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesnt mean you have got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So, get ready to kickstart your career with a team thats connected connected by freedom. Job Title: Senior Instructional Designer Senior Consultant About Us: Join our dynamic and rapidly growing Training as a Service (TaaS) team, where innovation meets excellence. We are on the lookout for an exceptional Senior Instructional Designer who thrives in a client-facing role and is eager to shape the future of learning through cutting-edge solutions. Role Overview: As a Senior Consultant in Instructional Design, you will take the lead in designing and developing transformative learning experiences that address specific role-based and systems training needs. Utilizing your expertise in adult learning principles and modern rapid training development tools, such as SAP Enable Now and Articulate Storyline, you will create learning pathways that empower learners to gain essential skills and knowledge seamlessly. Key Responsibilities: Learning Needs Analysis: Conduct in-depth analyses to develop robust training curricula that align with organizational objectives and meet the needs of diverse learners.Course Development Leadership: Oversee the entire course development lifecycle for role-based training using a blended learning approach (WBT, ILT, VILT, etc.) to provide a comprehensive learning experience.Project Management Excellence: Exhibit exceptional time management and project execution skills to deliver high-quality course materials that adhere to established timelines and standards.Mentorship and Team Leadership: Mentor and guide junior instructional designers and training developers, fostering their professional growth and enhancing their capabilities in creating effective learning solutions.Material Development: Create an array of training materials, including eLearning courses, system simulations, quick reference guides, and work instructions, utilizing best practices in instructional design and adherence to project development standards.Quality Assurance: Ensure compliance with quality standards and client-specific requirements, consistently surpassing expectations with engaging and impactful learning solutions.Tailored Instructional Design: Design courses that cater to role-based learning needs across various enterprise systems (e.g., SAP, Infor, Oracle, ServiceNow, Workday) by leveraging your expertise in adult learning for technical training.Proactive Risk Management: Identify and communicate potential challenges or risks to the Training Lead, offering thoughtful solutions to ensure project continuity.Alignment with Systems Implementation: Ensure that the training strategy, curriculum, and course design are seamlessly integrated with the overall systems implementation training plan, supporting the deployment of large-scale ERP and enterprise systems.Requirements: Bachelor’s degree in a relevant technical field or equivalent combination of education, certifications, and experience.At least 10 years of experience in instructional design, training development, and consulting services, with a focus on client engagement, stakeholder management, and leading large-scale Learning & Development (L&D) projects, including:Proven expertise in designing and delivering role-based training using blended learning models, applying instructional design methodologies, and utilizing rapid authoring and Digital Adoption Platform tools (e.g., SAP Enable Now, WalkMe, Articulate Storyline).Demonstrated ability to manage projects with both waterfall and agile methodologies, coupled with significant experience in senior consultant or training lead roles.Preferred location is Bengaluru.Strong self-management skills and adaptability in fast-paced environments.Excellent attention to detail and strong command of American English grammar (both written and spoken).Demonstrated ability to effectively manage multiple tasks and balance priorities across various stakeholders under tight deadlines.Flexibility in scheduling to accommodate global projects, with a deep commitment to quality and detail in all deliverables.At ISG, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be.The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

Description Website: Leading Global Technology Research & Advisory Firm | ISG (isg-one.com) Wanted: dynamic and creative individuals ready to connect with a like-minded team. You ll enjoy all the autonomy you need to help our clients make their digital infrastructure faster and more effective. Free reign for free spirits doesn t mean you ve got to go it alone. Over 1400 teammates from around the globe are eager to help you out when things get down to wire. Their expertise will put you on the winning path and keep you there. So, get ready to kickstart your career with a team that s connected - connected by freedom. About the Role: We are seeking an experienced Workday Project Training Lead with expertise in WalkMe to join our consulting practice. This role combines deep Workday knowledge with digital adoption platform capabilities to drive successful implementations and enhance user experience. Key Responsibilities: Lead end-to-end training workstreams for Workday implementations, including HCM, Finance, and Payroll modules Conduct training needs assessments and develop strategic training plans Design and develop comprehensive WalkMe solutions to enhance Workday user adoption Manage client relationships and expectations while ensuring delivery excellence Guide a team of training consultants and instructional designers Create and maintain training content, including user guides, quick reference materials, and eLearning modules Monitor training effectiveness through metrics and feedback Collaborate with implementation teams to align training with project milestones Develop and maintain a training project plan including phases, stages, and tasks mapped to resources Lead curriculum design with subject matter experts Define and implement the WalkMe solution integrated with the Workday platform Provide training advisory and QA support for training materials Offer ERP training program advisory services and learning effectiveness advisory services Required Qualifications: 8+ years of experience in Corporate Learning & Development (at least 3 in a Consulting role) 4+ years of hands-on experience with Workday implementations Strong understanding of training environment setup and digital adoption platforms (WalkMe) 4+ years of experience with WalkMe or similar digital adoption platforms Proven track record of managing large-scale training programs Bachelors degree in Business, HR, Education, or a similar field Workday Pro/Advanced certifications WalkMe Builder certification Experience with multiple Workday implementation cycles In-depth knowledge of adult learning principles and instructional design Experience working with global teams in a virtual environment Excellent presentation and communication skills Strong project management skills Experience in curriculum design and development leveraging modern learning platforms Leadership Competencies: Strategic thinking and planning abilities Strong team management and mentoring skills Excellence in client relationship management Ability to influence and drive decisions Problem-solving and analytical capabilities We offer: Competitive compensation package Comprehensive benefits including health insurance and retirement plans Professional development opportunities Flexible work arrangements Global exposure and challenging projects This role requires occasional travel within India. The position reports to the India Region Training Lead and plays a crucial role in our consulting practices growth and success. At ISG, we don t just accept difference we celebrate it, we support it, and we thrive on it for the benefit of our employees, our clients, and our communities. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. ISG is proud to be an equal opportunity workplace, and we are committed to creating an inclusive environment for all employees. The more diverse and inclusive we are, the better our work will be. The duties and responsibilities described in this job description may not be a comprehensive list. Additional tasks may be assigned to the employee from time to time and/or the scope of the job may change as necessitated by business demands.

The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer. A Service Delivery Manager (SDM) in the manufacturing industry is responsible in ensuring that services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. SDM should have had experience in managing a relatively large team of 80 to 100 team members Responsibilities: IT Services Management: Strong knowledge in ensuring services and support processes meet customer needs while maintaining efficiency, quality, and cost-effectiveness. Expertise in managing customer relationships, acting as a primary point of contact for service-related issues. Expertise in Incident recovery, Problem management, reduction of tickets, server onboarding and offboarding, assert management, risk management. Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings. Good experience in allocation of resources effectively to meet service demands. Strong knowledge in addressing customer inquiries and concerns; analyzing requests and ensuring to meet timely delivery goals, SLAs or KPIs and contractual bindings. Review and present executive summaries/dashboard and SLA reporting as required to senior leadership and Customers. Own the KPIs agreed in the contract. Provide the periodical reports and other ad-hoc reports as per the contract to the customer Deliver continual improvement in service measures and KPIs PL responsibility Automation in service delivery Utilization Value add to customer-YOY by working closely with the in consultation with COE Overall SLA management - Operation interaction with technologies Lead / Service Owner Overall Customer Satisfaction Overall employee satisfaction Team Management: Management of onshore Offshore team members of up to 100 Motivation of individuals and building team working Employee retention, motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines Development of technical and personal skills for team members Address suitable career development of staff Personal Management: Demonstrates personal commitment to excellence. This is a middle - Senior management position and should concentrate on the control organization of the reporting staff members Maintain awareness of customer s business and IT s role in it Should be able to adjust to people, culture, policies and situations Will participate in monthly reviews and governance meetings Will coordinate QA, and Audit . Ability to work independently Should have very strong written and oral communication skills in English Skills Required: Education level and experience: Education - Minimum Qualification - Engineer 22+ years experience, with at least 10 years in IT Outsourcing services preferably from a Tier1 service provider Ideal candidate would be expected to have a good understanding of technology Familiarity with how managed services operate and the associated governance services.