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Manager - Service Delivery - IT Services

10 - 15 yrs
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Not Disclosed by Recruiter Posted 30+ days ago Job Applicants: 1418 Job Views: 2000+

Job Description

 
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    GENERAL SUMMARY:

    The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.

    Essential Duties and Responsibilities:

    - Manage the remote service team's daily activities

    - Function as the customer's single point-of-contact for problem identification and resolution for issues that have been escalated by the team

    - Improve usage of IT Support resources and increase productivity of the team

    - Communicate with all parties in a constructive manner to guarantee customer expectations are met

    - Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary

    - Perform customer follow-up to verify final resolution and determine satisfaction level

    - Interface with appropriate technical personnel for customer problems that cannot be resolved effectively

    - Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements

    - Understand overall service desk objectives, as well as the role and function of each team member

    - Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests

    - Assist the remote service team in design and development tasks

    - Mentor remote service team during technical escalations

    - Drive problem investigations and resolution as required

    - Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully

    - Design and maintain process documentation for the remote service team

    - Manage the process of implementing change efficiently and effectively

    - Manage PTM, Live Service and Escalation Team

    Additional Duties and Responsibilities:

    - Identify areas for improvement and make constructive suggestions for change

    - Continually seek opportunities to increase customer satisfaction and deepen customer relationships

    - Escalate remote service desk issues to the CTO as required

    - Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing technical solutions

    - Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes or agreed outages, etc.

    - Business awareness: specific knowledge of the customer and how IT relates to their business strategy and goals

    - Develop in-depth knowledge of the service catalog and how it relates to customer's needs

    - Involvement in the design and building of new services

    - Conduct performance evaluations and mentor those with less experience



    - Facilitate regular remote service team meetings and service board reviews

    - Document internal processes and procedures related to duties and responsibilities

    - Responsible for entering time and expenses in ConnectWise as it occurs

    - Review and approve the remote service team's time and expenses sheets in ConnectWise

    - Enter all work as activities, service tickets, or project tickets into ConnectWise

    - Review IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.

Salary: Not Disclosed by Recruiter

Industry: IT-Software, Software Services

Functional Area: ITES , BPO , KPO , LPO , Customer Service , Operations

Role Category:Senior Management

Role:Service Delivery Leader

Employment Type: Permanent Job, Full Time

Keyskills

Desired Candidate Profile



    Knowledge, Skills, and/or Abilities Required: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    - Must Have Skills and Requirements:

    1 Excellent Communication Skills

    2 - 10 years plus total experience

    3 - 5 years of people management experience

    4 IT Infrastructure Technical Background

    5 Service Desk KPIs management

    6 Team building & Performance management experience

    7 Customer escalations handling experience

    - Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, SonicWall CSSA, Cisco CCNA, or VMware VCP

    - Knowledge and experience in cross-functional management methods and techniques

    - Knowledge of IT applications, processes, software, and equipment

    - Strong organizational, presentation, and customer service skills

    - Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span

    - Skill in planning and preparing written communications

    - Skill in leading people and getting results with a strong customer orientation

    - Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care

    - Ability to multi-task and adapt to changes quickly

    - Ability to work in a team and communicate effectively

    - Service awareness of all organization's key IT services for which support is being provided

    - Understanding of support tools, techniques, and how technology is used to provide IT services

    - Typing skills to ensure quick and accurate entry of service request details

    - Self-motivated with the ability to work in a fast moving environment.

Education-

UG: Any Graduate - Any Specialization

PG:Any Postgraduate - Any Specialization

Doctorate:Doctorate Not Required

Company Profile:

Huquo Consulting Pvt. Ltd

HuQuo is an HR Analytics and Consulting organization to provide path-breaking HR services by deeply understanding the human quotient of organizations we work with, and to evolve the industry and make it future ready through HR Analytics.
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Job Posted by

Huquo Asso. Project Manager HuQuo Consulting Pvt. Ltd. Gurgaon

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