Service Delivery Manager

• The Service Delivery Manager is responsible for managing all aspects of day-to-day Service Delivery Support. • The Service Delivery Manager will work closely with all operational areas of their assigned accounts/business units, in particular with all Lines of Service. • Ensure Incident Management processes are followed effectively (ie SRT’s escalation and notification). • Process management and co-ordination for PIR’s and RCAs for incidents affecting their respective customers, in conjunction with the Problem Management, ensuring the appropriate Business implement actions to prevent reoccurrences of the same issue. • Monitor and Manage Service delivery and Service Level Agreements ensuring that obligations are issues escalated and prioritized. • Coordinating Change Management activities as required. • Identify, implement and drive service improvements to increase customer satisfaction. • Forecast resource demand to ensure company can plan and effectively deliver end-to-end services with minimum resource requirement. Interpret and plan projects and workload forecasts on an ongoing basis. • Service Delivery Manager is accountable for account service problems and prioritization of work requests for their monitoring specific customers. • Work with Business to integrate new, enhanced and existing service offerings for the account. • Take a positive leadership role in both and customer businesses by demonstrating company core values. The Service Delivery Manager may supply input to the customer Annual Technology Plan. • Assist with providing the customer IS team and LOS with relevant reporting and trend analysis statistics to pro-actively support and improve the customer business. • Work with company Tower to analyze the client requirements and provide technical inputs (Server, Network and Database) for better Service delivery. • Understand Technical setup of the Client and provide technical inputs to manage existing with continuous improvement/enhancement required. • Work with company's Internal teams for delivering the services beyond BAU with additional revenue generated. Requirements: Diploma / bachelor’s degree in computer science. To lead, manage, drive the Operations/Projects To Apply, please kindly email your updated resume: ashwathy.pillai@tg-hr.com Regret to inform that only shortlisted candidates will be notified. CEI: R1988671 EA License: 14C7275