Senior Service Delivery Manager

Role - Senior Service Delivery Manager

This role will report to the Account Director and be responsible for effectively managing support services for a large enterprise account. This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle.

Qualifications

• Graduate in Engineering, Sciences, or Business
• Postgraduate in Management preferred
• ITIL Certification strongly preferred

Work experience

• Experience of 12 years or above in IT consulting or services
• Minimum experience of 5 years in a service delivery management role
• Must have managed SAP projects or service delivery Success in this role is measured by such things as:
• Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations)
• Stakeholder Management and Relationship (Customer Feedback)
• Team Happiness Index (360degree feedback)
• CSAT Score

People

• Manage team proactively, guiding team members on processes and business
• Onsite team management
• Manage remote teams and offshore team
• Define shift roaster and manage team in different shifts including 24X7
• Become single point of contact for the team members
• Become communication bridge between team and customer
• Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines
• Represent Invenio with customer, vendors and other project team members
• Display time management skills
• Manage team turn-over, minimize regretted attrition, minimize transition impact

Delivery

• Manage Incident Resolution
• Drive steering committee meetings at regular intervals
• Drive fast decision making or escalate to appropriate levels for a proper action
• Measure SLAs, Process improvements and review with customers/stakeholders
• Manage SLA Adherence
• Submit weekly, monthly reports to all stakeholders
• Measure and report commercials and manage gross margin
• Engage in tickets identification by processes, solution design, prioritize and resolve
• Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams
• Manage, identify risks / issues, communicate in advance any infrastructure related issues
• Initiate Customer Satisfaction survey as defined by the company
• Bring efficiency in the processes and demonstrate the value to the customer
• Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate
• Daily meetings with customer team. Coordinating with weekly account level meetings
• Escalation of potential service delays or issues to Customer
• Ensure adequate knowledge transition of current work activities.
• Identify and own requirements for change orders
• Resolve customer escalations within the defined escalation matrix
• Advise on the design, configuration changes for continuous improvement

Processes

• Define and enhance internal processes in the areas of incident management
• Apply ITIL Process and lead the team in process compliance
• Adherence to internal compliances and external compliances
• Support internal and external process audits
• Create quality awareness in the team and drive towards quality resolution of incidents