Service Delivery Manager

🔍 Chennai, Tamil Nadu, India

New

📁: Architect (Level: Manager)

📅   : CREQ213049 Requisition #

📅   : 4 days ago Post Date

Daily program management throughout the program life cycle Defining the program governance Planning the overall program and monitoring the progress.
Managing the program budget
Managing risks and issues and taking corrective measurements
Coordinating the projects and their interdependencies. Managing and utilizing resources across projects
Managing stakeholders communication.
Aligning the deliverables to the program outcome with the aid of the business change manager; and
Managing the main program documentations such as the program initiation document.The program manager must have strong practical experience in project management, which was gained through managing large and complex projects. He or she must have the following:
Good knowledge and handling of project and program management methodology and techniques.
Good understanding of the wider objectives of the program.
Ability to work positively with the wide range of individuals involved in program management.
Strong leadership and management skills;
Good knowledge of budgeting and resource allocation procedures; and
The ability to find innovative ways to resolve problems.

Lead and manage a team of support professionals, providing coaching, mentoring, and performance management.
Oversee the day-to-day operations of the service desk, ensuring efficient incident and request resolution.
Develop, implement, and maintain service delivery processes in accordance with ITIL best practices.
Manage service level agreements (SLAs) with clients, proactively identifying and mitigating risks.
Monitor and report on key service delivery metrics (KPIs) such as resolution times, first call resolution rates, and customer satisfaction.
Identify opportunities for process improvement and implement initiatives to enhance service delivery efficiency.
Escalate critical issues and manage relationships with other teams (development, infrastructure) to ensure timely resolution.
Collaborate with sales and account management teams to understand client needs and ensure service delivery alignment.
Develop and maintain documentation related to services, processes, and procedures.
Contribute to the development and implementation of new service offerings.
Qualifications:
Bachelor's degree in Computer Science, Information Technology, or a related field (preferred).
Minimum 8-10 years of experience in IT service delivery or a related field.
Proven experience in leading and managing a team of technical support professionals.
Strong understanding of ITIL principles and best practices (ITIL v4 Foundation certification a plus).
Experience with service level agreements (SLAs) and service management tools.
Excellent problem-solving and analytical skills.
Strong communication, interpersonal, and negotiation skills.
Ability to work independently and as part of a team in a fast-paced environment.
Excellent organizational and time management skills.
Experience with ticketing systems and IT service management tools (e.g., ServiceNow) a plus.
Technical Skills:
Must-Have:
Experience in data integration, ingestion, and reconciliation.
Proficiency with Snowflake, AWS Services, and DBT.
Nice-to-Have:
Experience with PowerBi, Qlik Replicate, Fivetran, Snaplogic, Globalscape, Python, Full stack (Node/React.js), AI/ML, Informatica ETL, Oracle PL/SQL, Qliksense/Qlikview.

Service Delivery Manager

🔍 Chennai, Tamil Nadu, India

Previous Job Searches

Similar Listings