Service Delivery Manager recruitment in Bangalore - For a Client of Teamlease Digital

·        Single Point of Contact SPOC for Technology With respect to Operations.

·        Primarily client/user facing.

·        Excellent communication skills

·        Hands on expertise

·        Desktop Support Experience and Expertise into Incident Management

·        Building a personal relationship with both internal & external clients

·        Support business operations to meet Technology SLA across centers / clients handled.

·        Monitoring overall performance of services

·        Track and Maintain Client SLA (Internal & External)

·        Building service reports

·        Identifying the reporting requirements

·        Ensure timeliness and accuracy of SLA, uptime and call Analysis reports

·        Service reporting and sponsoring service review meetings (Daily, weekly and monthly SLA review with the clients)

·        Managing customer expectations

·        Weekly/monthly conference calls with on all areas of technology support functions.

·        Would be responsible for technology and systems availability, technical SLA management with internal/external clients, Developing of IT service continuity plans with SMEs

·        Review SLA report on a daily basis, carryout call analysis and feed the results back to technology for proactive actions.

·        Work with Incident Management team and respective other departments for faster restoration of services

·        Good communication around issues and opportunities – get things done, make things happen

·        Manage Customer VOC w.r.t Technology

·        Manage all change controls, ramp ups, and escalated complaints (only high business impacting). Involve service support, solution design and project management teams if needed.

·        Ensure all established processes are being practiced for operations interfacing with technology and support desk.

·        Building Service improvement plans

·        Work with Support managers to build capacity plans

·        Understand the client technology solution and find areas of improvements

·        Removing all obstacles to customer satisfaction and / or financial performance

·        Working in a typical ITIL/ISO20000 frame work

·        Vendor / 3rd party management responsibilities

·        Communicating across organizational boundaries – from engineers through to senior managers

·        Collaborating with senior management on client account management and growth