Service Delivery Manager

Role : Service Delivery Manager - Sustain "Azure" Location : Chennai Key Responsibilities : 1. Service Delivery Management : - Oversee the delivery of services and solutions to ensure they meet or exceed client expectations. - Develop and implement strategies to enhance service delivery efficiency and effectiveness. - Act as the primary point of contact for clients, addressing any issues or concerns promptly. - Track labour costs for all resources and report on a monthly basis - Track metrics with respect to (and not limited to) the following : - Total ticket/requests Received - Average ticket/request Resolution Time - Open vs. Closed ticket/requests - Number of Production Issues - Mean Time to Recovery (MTTR) - Incident Root Cause Analysis (RCA) 2. Process Alignment : - Collaborate with cross-functional teams to align processes and workflows with business objectives. - Identify opportunities for process improvements and drive initiatives to optimize service delivery. 3. Team Management : - Lead and manage a team of support engineers and leads, providing guidance, support, and performance feedback. - Foster a collaborative and high-performance team environment. 4. New Project/Service Enablement and Retirement : - Design comprehensive plans for the sustain of new projects - Develop detailed timelines and milestones for project sustain - Present these plans to leadership for review, feedback, and finalization. - Take actionable steps based on leadership feedback and ensure seamless execution 5. Reporting and Documentation : - Prepare and present regular reports on service delivery performance, project status, and team productivity. - Maintain comprehensive documentation related to service delivery, architecture, chargeback processes, and project plans. Required Qualification : - Proven experience in a service delivery management role or similar position. 8 years of experience - Basic knowledge of Azure cloud services will be a plus - Strong experience in project sustain - Excellent leadership and team management skills. - Exceptional problem-solving abilities and attention to detail. - Strong communication and interpersonal skills. Certifications (Not mandatory but good to have) : - Certification in ITIL Foundation or higher. - Project Management certifications (e.g., PMP, PRINCE2). - Scrum Master certification (e.g., CSM, PSM) is a plus. - Familiarity with service management tools and frameworks (e.g., ITIL, ServiceNow). (ref:hirist.tech)

Location: chennai, IN

Posted Date: 11/23/2024