Description SERVICE DELIVERY MANAGER
Location â€“ Bangalore
Total Exp â€“ 7-11 Yrs
Relevant 4- 7 years of SDM experience.
We have couple of requirements in SDM so we need on below skills.
SDM who has experience with SAP experience.
SDM who has experience with Oracle Apps experience.
SDM who has experience with Infrastructure experience.
This role is the primary contact between the Delivery Project Executive and delivery support organization. Job requires the SDM to-
Support the DPE and/or PE as the service delivery advocate.
Proactively monitor the problem and change process and manages problem and change issues and alerts as needed.
Work with the customer (project office) to understand issues and requirements and responds to requests for new services (RFS's) to help grow the business.
Help to ensure quality of service and manage cost of delivery by looking at better ways to provide service in a cost efficient manner.
Lead and direct the delivery team with direction from the DPE/PE and may be assigned to one or more accounts depending on their size and complexity.
Monitor and manage Service Level performance on assigned account(s) and reports attainment and potential exposures in a timely manner.
Service Delivery - Manage everyday delivery of services to clients during India coverage hours.
Engages in Crit Sit during non-US hours
Assist with overnight escalations initiated by AoD or the customer.
Be a client SPOC for MSD India and ensure service delivery meets client requirements and defined processes.
Take the lead on after hour Change SR's to ensure proper execution and communication to customer.
Drive service improvement, delivery quality and efficiency
Service Management - Monitor and manage the performance of service delivery
Following up with India team on quality issues with SR and CSR execution, SOP compliance
Analyze Service Requests and ensure performer assignment and execution
Monitor SR progress and ensure timely updates and communication with clients.
Assist in driving resolution of aged SRs assigned to the Delivery team (open > 30 days)
Prepares operational reports for weekly calls with client.
Entitlements and Contract Management - Assist in reporting and compliance with contracted SLAs and manage deliverables to align with entitlements
Prepare and validate SLA reporting.
Prepare and validate SLA credits.
Reviews weekly labor costs
Complete the random request sent to DPE's to update spreadsheets when applicable. (Excluding requests that require contract knowledge etc. reserved more for the requests that require server validation etc.)
Update customer-facing storage and other periodic reports
Client and Project Management - Provide account leadership for India delivery team.
Own client satisfaction from India Delivery
Prepare statistics for Continuous Improvement plans
Prepare slides for QBRs and other client meetings
Prepare Annual DR Test templates
Provide a Single Point of Contact to the DPE and client for India delivery.
Manage personnel/ delivery related escalations
Support achieving Audit compliance.
Assist DPE in tapping new opportunities
Educational Qualification: *
Bachelors/Masters Degree in Engineering & Technology with Masters in Management.
Experience Required: *
Total Years Relevant years
IT industry experience with focus on managing IT Operations and service delivery
Sound understanding of IT Infrastructure and Hardware components.
Experience of working with a global team with international exposure preferred.
Experience managing a client focussed support organization.
Experience steering multiple teams to work in tandem and provide a seamless solution
Strong in written and interpersonal skills comfortable in interacting with senior level client executives.
Strong team player capable of working with globally distributed team.
Exhibit strong sense of ownership and responsibility.
Problem solver with patience, determination and commitment.
Ability to multitask and manage multiple priorities.
Ability to handle escalations and represent IBM in front of the customers.
Attention to detail and ability to identify and steer team towards resolutions
If you are intrested for the above profile then please send following details(Mandatory) along with an Updated CV as soon as possible.that we could process the CVs along with following Details:-
ïƒ˜ Total Experience?
ïƒ˜ (Relevant Experience in SAP
ïƒ˜ Relevent Exp as Project Manager?
ïƒ˜ Relevent Exp as Post Production Support?
ïƒ˜ Current CTC ?
ïƒ˜ Expected CTC?
ïƒ˜ Notice Period?
ïƒ˜ Reason of Change?
ïƒ˜ Current Employer Location?
ïƒ˜ Date of Birth?(10) Highest Qualification and Year of Pass?
mail your resumes at: email@example.com
mail your resumes at: firstname.lastname@example.org