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Service Delivery Manager/ Architect For Pan India For BPO

12 - 22 Years

Delhi NCR, Bengaluru, Hyderabad

INR 19,00,000 - 34,00,000 PA.

Posted: 54 days ago

Job Description

Have a detailed knowledge of the services provided and understand the effect a service outage may have from the client perspective
Be responsive to the client in any and all requests or issues, also act as an escalation point for issues reported into the TOC/Technical Teams
Provide weekly/monthly client reports on operational status and issues and hold weekly/monthly meetings with client
Help define and improve client SLAs and ensure all client services are billed correctly with the accounts department.
Service Deliver Financial Management
Owns day to day IT operation wrt agreed SLA & KPI to deliver customer value
Coordinate internally and externally with differnet stakeholder to provide services into seamless delivery
Act as an escalation point between the business and technical delivery to resolve issues
Refine service delivery processes where appropriate to contribute to improved business outcomes
Participate in monitoring, review and auditing process as per defined frequencies
Identify and evaluate Risks/Issues and plan for mitigation to safe guard Service Delivery objectives and focus to continually improve services
Recommend & drive improvements to operational activities that will enhance service quality
Participate in Post Incident and Implementation reviews to ensure that the customer perspective is included and service improvements are clearly identified and owned
Service Deliver Financial Management
Owns day to day IT operation wrt agreed SLA & KPI to deliver customer value
Coordinate internally and externally with differnet stakeholder to provide services into seamless delivery
Act as an escalation point between the business and technical delivery to resolve issues
Refine service delivery processes where appropriate to contribute to improved business outcomes
Participate in monitoring, review and auditing process as per defined frequencies
Identify and evaluate Risks/Issues and plan for mitigation to safe guard Service Delivery objectives and focus to continually improve services
Recommend & drive improvements to operational activities that will enhance service quality
Participate in Post Incident and Implementation reviews to ensure that the customer perspective is included and service improvements are clearly identified and owned
Human Resource Management
Work with IT resources and managers to ensure that customer needs and priorities are well understood and delivered
Establishment of Team communication activities and accomplishment of team goals
Project Management
Work closely with the Service Manager and have oversight and influence over the on-boarding of projects into a BAU environment to ensure sustainable, supportable service integration
Build an in-depth understanding of the outcomes required by the business, capture information on how to improve services and drive their optimal usage
Constant engagement with the business to plan, monitor and implement solutions and, in collaboration with delivery teams and vendors, ensure customer needs are understood and translated into technical parameters
Strong Operational Management background with large complex engagements
Proven ability to build strong relationships internally and with key partners to deliver outstanding customer service and support
Demonstrable understanding of strategy with the ability to move between operational and strategy
Ability to work across technical and business team to achieve results
Ability to communicate complex technical concepts and issues at a level which builds business understanding
Excellent interpersonal, communication skills, time management, decision making and organisational skills

Required Candidate profile

Strong Operational Management background with large complex engagements
Proven ability to build strong relationships internally and with key partners to deliver outstanding customer service and support
Demonstrable understanding of strategy with the ability to move between operational and strategy
Ability to work across technical and business team to achieve results
Ability to communicate complex technical concepts and issues at a level which builds business understanding
Excellent interpersonal, communication skills, time management, decision making and organisational skills


Salary: INR 19,00,000 - 34,00,000 PA.
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Senior Management
Role: Service Delivery Leader
Employment Type: Full Time, Permanent

Company Profile

Wize Careers Consultants
Well known BPO
View Contact Details+
Contact Details

Recruiter Name:Shelly@wizecareers.com

Contact Company:Wize Careers Consultants