Service Delivery Manager
3 weeks ago
Required Qualification & Experience:
- Overall 10+ Yrs of experience in IT with 2 to 3 years in Service Delivery Management.
- Experience in managing application support project Exposure in support framework like ITIL process methodology.
- Good understanding on Incident Management, Change Management & Problem Management Process.
- Experience in proactively managing team to meet SLA based on service contractual clauses Exposure in Ticketing tool to manage reports.
- Excellent communication skills and strong leadership characteristics to connect with people and able to overcome potential conflicts.
- Excellent analytical, problem-solving and synthesizing skills.
- Monitoring of SLAs to ensure adherence and improve the service delivery.
- Responsibility for the scale up/scale down of client environments and corresponding Service Fee calculation (operationalization and evolvement).
- Good Knowledge on creating automation scopes or tools that would help team as well as customer.
- Good Knowledge on Dashboard and Reports.
- Good knowledge on preparing Presentations and Presenting Skills.
- WMS knowledge is an advantage
Roles & Responsibilities:
- Daily connect with users and business stakeholders as per support demand.
- Weekly and monthly report preparation & presentation to customer.
- Lead Zone Monthly Run and Steering Committees
- Represent run team to the Zone Roll out Program
- Co-ordinate activities with business stake holders and conduct internal meetings according to requirement
- Lead the Continuous Service Improvements stream: e.g. automation initiatives & business KPI to monitor
- Ensure quality Management
- Follow up SLA management
- Follow up open points and first level of escalation for customer markets
- Maintain Internal Capgemini Leadership reporting and lead the presentation
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