Industry Type:
HR / Staffing
Job Detail:
Title: Service Delivery Manager
Location: Chennai, TN
Responsibilities:
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- The Service Delivery Manager will be responsible for planning, monitoring and reporting to ensure service levels and contractual performance indicators are achieved
- Monitoring and reporting on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.
- 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
Requirement:
- Minimum of Bachelor’s Degree in Computer Science, Information Systems, or equivalent field
- At least 5 years’ experience in delivering IT Service Management (ITSM) and process management
- Excellent communication skills mandatory in English
- Service, project and results-orientation, with strong analytical and problem solving skills.
- High-energy work ethics
- Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.
- Knowledge of managing SLAs, KPIs, and critical success factors (CSFs) for IT Services, processes, operations and work environments.
- Experience of ITSM software applications and tools, analysis, and reporting.
- Flexible to work in Shifts
- ITIL/ CMMI Certification desirable
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