Service Delivery Manager

The profile will handle the shared service delivery team of our RIMC, NOC & SOC, he will be customer facing stationed at HO. 

 Roles & Responsibilities 

1. Develop and implement service delivery strategies to meet client expectations and contractual obligations. 
2. Monitor and manage the overall service delivery lifecycle, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). 
3. Collaborate with cross-functional teams to identify areas for service improvement and implement corrective actions. 
4. Manage shared support functions, optimizing resource allocation and ensuring efficient handling of support requests. 
5. Implement best practices for incident, problem, and change management within the IT infrastructure environment. 
6. Collaborate with the sales team to provide technical expertise during pre-sales activities. 
7. Participate in client meetings to understand their needs and propose tailored solutions based on the IT infrastructure management practice. 
8. Contribute to the development of proposals, presentations, and other pre-sales collateral. 
9. Build and maintain strong relationships with clients, acting as a trusted advisor on IT infrastructure management matters. 
10. Conduct regular service reviews with clients to ensure their satisfaction and address any concerns or issues promptly. 
11. Work closely with the account management team to identify opportunities for upselling or expanding services. 
12. Lead and mentor a team of service delivery and support professionals, fostering a culture of collaboration and continuous improvement. 
13. Conduct regular performance reviews and provide constructive feedback to team members. 
14. Facilitate training sessions to enhance the team’s technical and soft skills. 

Skills & Qualification: 

1. Should be a graduate, BE/ B.tech (IT/CS) background is preferred. 
2. Should have minimum 6-8 years of experience in Service delivery/Customer service with minimum 3-4 years in IT Infrastructure Services only like NOC, SOC or Remote Support, ServiceDesk Management. 
3. Should have experience in IT Services with organizations in Managed Services Business – IT Infrastructure or Cloud. 
4. Should have Excellent English communication. 
5. Should be a go-getter attitude person. 
6. Should be open to learning and delivering as per the management requirement. 
7. Should be very good with MS Excel & PowerPoint 
8. Should be open for Travel for customer meetings and project requirements.