Key Responsibilities
- Manage staff assigned/stationed at the customer sites
- To maintain strong and positive customer relationships and improve service delivery, ensuring customer satisfaction is achieved and maintained in the long term
- To identify customer needs and oversee Service Delivery within the business context
- Point of Contact for quality of service and service performance provisioned to the customer, and ensuring customer’s request and demand for growth are factored into capacity plans for associated systems (as applicable)
- Monitor and Assess customer feedback to identify, and address areas for improvement; establish and refine services and service delivery, ensuring consistency in quality to deliver
- Manages / Implements Service Delivery project management, coordinating internal resources and external resources, fixing reliability issues, and managing conflicts
- Improves governance (i.e. policies, standards, guidelines) on successful delivery outcomes (e.g. industry compliances, service delivery frameworks, or playbooks)
- Maintains periodic operations (i.e. Daily Service Review [DSR], weekly, monthly) and service (i.e. monthly, quarterly) performance review with Operations and Service Delivery Teams respectively, and to resolve conflicts and issues
- Collaborates with relevant teams to implement Service Improvement Plans (SIPs)
- Owns the overall Service Management provisioned to the customer (including Master Service Agreement, Contract Management, Vendor Management, and Reporting cadence)
- Provides input to and pre-defines the items within the boundaries of existing vendor contract frameworks
- Verifies that the contractually agreed performance with the vendor is delivered, and defines the improvement measures if required
- Conducts regular reviews with vendors for renewals of contracts, to assess if those contracts are still relevant and to terminate contracts that are no longer needed
- Works closely with the Sales to deepen customer relationships with a high level of customer satisfaction and identify new opportunities
- Collaborates with all Technical Support Teams or vendors/partners to support and deliver daily operations / for project delivery
Qualifications/Experience/Knowledge
- Degree or otherequivalent
- At least 5 years of IT Service Delivery Management experience - with at least 3 years of user production support
- Expert in ITSM - Incident Management, Problem Management, Change Management, Asset Management, Vendor Management, Contract Management
- Understanding of IT Services Offerings
- Understanding infra stack i.e. x86, Unix, storage, networks, security, desktops/laptops/devices, servers
- Knowledge of IT lifecycle management
- Possess strong problem-solving skills, is able to prioritize and manage multiple tasks
- Mature critical situational management skills
- Strong communication skills
- Strong interpersonal and stakeholder management skills with the ability to coordinate between technical and business teams
- Able to interact with various levels of internal and external stakeholders both in written and verbal forms
- Ability to efficiently understand client organizations and their business model and to tailor relevant processes to privacy requirements.
- ITIL Certification will be an added advantage
