Location
Thane | India
Job description
Tile- Service Delivery Manager
Location- Mumbai Roles and Responsibilities: -- Account management and growth for account in different technologies across infrastructure, digital, data and SAP.
- Monitor projects/transactions and provide qualitative/constructive feedback to the team members
- Manage account and a team of 300-500 consultants.
- Manage status reporting and answer operations related queries from the internal customer/stakeholders.
- Identify delivery risks and determine mitigation plans
- Manage escalations and ensure customer satisfaction
- Ability to handle pressure and a natural go getter
- Drive process performance to achieve and exceed SLA deliverables
- To create a conducive and stimulating environment for the teams to accomplish their goals
- Should be able to handle client interaction
- Should have excellent problem solving capabilities and lateral thinking skills
- Maintain delivery dashboards with analysis
- Must have cross geographical team handling experience
- Must have EUC – Filed support, managed services experience
- Should have managed service desk operations in his/ her current rol
- Experience of working in an IT Contact Center/Service Desk support
- Understanding of the Business situation and capability to address issues
- Shows flexibility/ownership works under pressure situation
- Demonstrate excellent communication skills
Other Essential Skills - Thorough understanding of helpdesk/service desk operations, IT best practices, industry trends and customer service
- Proven experience of initiating positive changes in a helpdesk/service desk environment/ EUC – field services
- Device personal development plan for the team
Job tags
Salary
