Service Delivery Manager  

The Service Delivery Manager is responsible for designing, planning, and implementing strategic initiatives to generate revenue and increase profitability on Managed Services and DevOps business units. The Service Delivery Manager may also handle cross-functional teams that provide services related to applications support, desktop support, cloud services, robotic process automation (RPA), and expert & consulting services. Responsibilities include but are not limited to the setting of financial goals and managing resources to achieve business objectives and maximize value.

• Design, plan and implement strategic initiatives to generate revenue and increase profitability for Managed Services and DevOps business units. This includes but is not limited to the setting of financial goals and managing resources to achieve business objectives and maximize value.
• Build strategic partnerships with clients and key stakeholders to establish a strong foothold in their core business thereby gaining access to business growth.
• Drive Service Portfolio Management of the business unit to ensure the right mix of services offered are aligned to the Company’s overarching business goals and priorities, maximizing the value of investment.
• Champion operational excellence to drive the lowest cost to serve and gain a competitive advantage in the Managed Services and DevOps market.
• Establish policies and procedures designed to ensure consistently high service performance in service delivery as well as total customer experience.
• Identify and analyze issues that prevent delivery of high-quality service to end-users and implement remediation and preventive actions using industry best practices.
• Provide functional, technical, and process leadership on Service Delivery management by leveraging the result of customer feedback analysis performed, Customer Satisfaction Index (CSI), and other analytical tools designed to measure customer satisfaction to improve client retention.
• Owns the Service Level Agreement and all other contractual obligations as the Managed Service Provider in all engagements.
• Effectively manage the implementation of these obligations including the risks involved throughout the contract.
• Other job-related activities may be assigned from time to time.

• Education – At least graduate with a Bachelor’s or Master’s Degree in IT, Computer Science, Engineering, or any related course.
• Certifications in PMP and/or ITIL are preferred.
• Related Work Experience – At least 3 years of experience in a managerial role for IT Service Delivery Operations for international clients.
• At least 10 years of experience as an IT Professional, with 3 years experience in Operations and Project Management
• At least 5 years experience in any IT Technical role – developer, system administrator, DBA, solutions architect, network management
• At least 2 years of experience in handling IT Application Development projects.
• Demonstrated track record in successful service delivery and application of IT management practices, methodologies and tools
• Proven success in providing leadership for applications support teams by building and motivating team members to meet service delivery KPIs
• Have experience and working understanding of ITSM tools (JIRA, ServiceNow, etc)
• Knowledge – In-depth Knowledge in the following:
• Strong Business Acumen / Value Chain - Proficient
• IT Service Operations or IT Service Management - Proficient
• IT Literacy around Applications and Systems - Intermediate
• Operational Excellence - Intermediate
• SDLC and Application Support & Maintenance - Proficient
• Linux/Unix, MySQL, system and network configuration - Intermediate
• Financial Management - Intermediate
• MS Office - Intermediate
• Skills:
• Must have strong leadership skills and the ability to manage a team.
• Must have excellent problem-solving and analytical skills.
• Must have solid relationship management and performance - management skills.
• Must have exceptional written and oral communication skills, interpersonal Skills
• Must have excellent presentation skills.
• Must have excellent organizational and time management skills.
• Must have passion for service Improvement.
• Must have the ability to multi-task and have attention to detail.
• Must have exemplary Work Ethics
• Must be adept to work in a fast-paced environment with tight SLAs.