Job Description

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.