Service Delivery Manager

Role : T0 Service Delivery Manager (ITSM)
Skills and Experience+ years of leadership experience
7 in Service Delivery or customer support environment. (Working experience with applications in a production support environment using technologies such as .Net, Pega, OpenText, Mainframe, JCL, DB2, Tibco, IBM, ServiceNow, Azure DevOps)
ITIL v3 certified to Intermediate level or working towards certification.
Deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
Strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
Should have a mindset of continuous improvement. They should proactively identify areas for improvement, implement process enhancements, and drive efficiency in service delivery.
Clear, concise, and persuasive communication skills are essential for effective team and client interactions.

Responsibilities
Manage level 1.5, Level 2 and Level 3 support engineers by providing daily task assignment, prioritization, and direction
End to end ownership of assigned incidents, problem tickets, service requests (manage to resolution)
Application troubleshooting
Managing ServiceNow tickets
Provide root cause analysis of incidents.
Develop knowledge base articles for use within the support organization
Document known issues, potential workarounds, mitigation steps, and improvements
Collaborate with support teams to ensure efficient incident management
Adhere to established SLAs for incident response and resolution.
Transform data into insights for informed decisionmaking.
Prioritize client needs in strategies and decisions.
Strong project management skills to handle multiple tasks and meet tight timelines.
Motivate and mentor teams, and foster a culture of improvement and accountability.
Mentor and coach team members to help ensure continued development of skills and capabilities.