Service Delivery Manager - IT - Opening - Reputed Client - Mumbai Location

POSITION / JOB TITLE: Service Delivery Manager

POSITION REPORTS TO: AGM - Technology

MAIN RESPONSIBILITIES / ACCOUNTABILITIES:

FUNCTIONAL/ OPERATIONAL:

§  Supervise & analyze the call Logged as per the priority

§  Check the incident reports and ensure that it is sent to respective stakeholder

§  Track the SLA violation and ascertain continuous improvement in service delivery

§  Facilitate prompt action during crisis

§  Monitor the reports of calls logged, resolved and pending on a daily basis

§  Liaison with client and update the client with the activities planned or scheduled

§  Ensure that service management reports are provided to the management on monthly, weekly, daily and adhoc basis

§  Adhere and ensure that the team follows security polices and procedures as laid down by the organization

§  Interact with the operation Manager, team Leader so as to understand their issues (if any) and communicate the same to HP programme manager to bring about improvement in service delivery

§  To have clear understanding of the functioning and hierarchy of each department.

§  Assess and identify the resources according to project requirements

§  Ensure that the technical capabilities are inline with project requirements when a new technology is introduced

§  On introduction of new technology, ensure personnel are trained in the same

§  Ensure greater productivity with optimal team size within the budgeted project cost

§  Ensure that high level of service is constantly delivered to clients and the other departments as per agreed SLA

§  Maintain good working relationships with clients being a first-level-of-contact and escalation point for any problems/ issues/incidents faced in service delivery

§  Understand the criticality of projects and provide the service delivery framework

§  Adherence to norms specified by COPC certification and ISO 27001 specifications 

General Security Responsibilities: 

• Adhering to Information Security Policies and Procedures of the company.
• Ensuring compliance to Information Security Policies and Procedures 

Specific Security Responsibilities: 

• Ensure reportees comply with the security policy and procedure of  the company
• Understand and Comply with Information Security Policies and Procedures, and report all security incidents.
• Ensure the audit non-compliances are fixed within the stipulated timelines.
• Protect information entrusted to you.      
• Follow the information labeling and handling procedures based on the classification level of the asset.
• Follow the Clear Screen and Clear Desk Policy.
• Adhere to the Internet Code of Conduct, email usage policy and customer information and data security policy.
• Comply with the Non Disclosure Agreement.

QUALIFICATION (Education):QUALIFICATION (Education): Engineering Degree (Electronics or Computer or Telecommunication); CCNA and ITIL certified on intermediate levels

DESIRED YEARS OF EXPERIENCE: 6-8 years of work experience in service support of IT and Project management Skills

DESIRED INDUSTRY EXPOSURE: BPO, IT, ITES

LOCATION: Goregaon (w), Malad (w)

Pl email your cv with all the information below to careerconnect.neha@gmail.com 

Email subject should be: Manager - Service Delivery – Malad/Goregaon location, Mumbai

Name:

Mobile No:

Email Address:

Current Company:

Current Designation:

Current ctc (Annual & Monthly both):

Current Job Profile:

Current Industry:

Current Location:

Academic Background:

Experience in Service Delivery (in years):

Experience in International BPO Service Delivery (Yes/No):

Total years of experience:

Do you have experience in all the areas mentioned in the job description? (Yes/No):

If No, Pls mention which areas you don't have experience in:

Reason for leaving current job:

How soon can you join if selected?:

Regards,

HR Interface Corporate Services

Recruitment Par Excellence

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