Service Delivery Operations Lead

Project Role : Service Delivery Operations Lead
Project Role Description : Manage end-to-end operations for client deals and delivery capabilities for a complex offering. Own service quality, cost, and leadership of delivery teams. Contribute to solution development, growth and sales.
Must have skills : Service Delivery, ALM, SOAP UI
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary: As a Service Delivery Operations Lead, you will oversee the comprehensive delivery of programs or projects, ensuring alignment with business objectives. Your typical day involves defining project scopes, monitoring the execution of deliverables, and facilitating communication among various stakeholders to effectively manage expectations, address issues, and achieve desired outcomes. You will engage with team members and stakeholders to foster collaboration and drive project success, adapting to challenges and ensuring that all aspects of the project are on track and aligned with strategic goals. Roles & Responsibilities: - Expected to be an SME. - Collaborate and manage the team to perform. - Responsible for team decisions. - Engage with multiple teams and contribute on key decisions. - Provide solutions to problems for their immediate team and across multiple teams. - Facilitate regular team meetings to ensure alignment and address any challenges. - Mentor junior team members to enhance their skills and contribute to team success. -Manage client relationships and delivery of services. -Review and report on services to operational, management, and executive levels. -Managing client expectations, and contract scope. -Capacity and cost management against solutioned effort and client requirements. -Develop operational and leadership level relationships within existing and new accounts. -Support client business changes while maintaining service levels and minimizing risk. -Collaborate with client teams on operational and tactical issues such as establishing change windows, coordinating change execution, major incidents, and process changes. -Be involved with client tech leads in the change management process of the client’s environment to ensure successful outcomes. -Collaborate with technical teams. -Advocate for the client, work with internal CMS teams to ensure client satisfaction remains high and ensure company's obligations are met. -Raise internal awareness of client-impacting issues, then drive the response and resolution. -Provide oversight of escalation, prioritization, and communication - First point of escalation for client. - Engage with Director and C-Level executives to understand business needs. - Participate in client requested meetings. -Be available outside of business hours to help coordinate handling of urgent issues as needed. - Improve service performance consistently over the life cycle of the client relationship using standard, consistent, globally applied methods. -Develop, track and report on Service Level Agreement compliance for existing services contracts. Generate appropriate reports to executives within Avanade and with the client Professional & Technical Skills: - Must To Have Skills: Proficiency in Infrastructure Service Management and Service Delivery. - Good To Have Skills: Experience with project management software and tools. - Strong understanding of risk management and mitigation strategies. - Ability to develop and maintain project documentation and reports. - Experience in stakeholder management and communication strategies. Additional Information: - The candidate should have minimum 7.5 years of experience in Infrastructure Service Management. - This position is based at our Bengaluru office. - A 15 years full time education is required.

15 years full time education