Service Delivery Manager - chandigarh

Hi

we are looking at someone who can come on board asap , please call on +914040150478 to discuss further or send a mail to binaryberries8@gmail.com






Manage & develop a team of Support Engineers and Team Leads to deliver the
highest level of customer satisfaction to ITBD customers.

. Provide the account Manager with a single point of contact, and be the
advocate between Service Delivery and the account Manager.

. Drive and implement changes to develop people and take accountability of
daily issues that affect service delivery.

. Drive process improvements involving team members/Team Leaders and ensure
process adherence.

. Report daily, weekly and monthly metrics to the management and clients.

. Assist teams in training and development as well as technical coaching and
mentoring.

. Interact with customers on a regular basis to ensure positive customer
satisfaction and customer relationship is maintained.

. Manage delivering to contract performance standards and client
measurements.

. Drive/manage service quality and improvement of service delivery
processes.

. Continually identify ways to reduce cost of delivering the services and
improve service.

. Participate in account plan/strategy.

. Provide account leadership/direction and technical support.

. Drive/participate and coordinate crisis management.

. Drive/participate and coordinate audit readiness.

. People management responsibilities.

. Creating a positive environment through personal leadership.

. Develop technical talent and leadership in the team.

. Encouraging innovations and good ideas.

. Focus on personal and professional development and appropriate
certifications for team members.

. Identify and develop future leaders with personal focus on mentoring and
coaching.


Desired Profile    

. 8-10 years of Service Delivery Management experience with US clients. Out
of which 3-5 years in a Technical Team Lead or Manager responsibility of
managing a team with customer deliverables.

. Bachelor's Degree in Information Technology.

. Knowledge of ITIL Preferred.

. Understanding of IT Infrastructure Services, Help Desk Operations or Data
Center Operations



Technical Skills:

. Sound knowledge on Windows Servers, Active Directory and Exchange: Applied

. Sound knowledge on Remote Server and LAN Management : Applied

. Sound knowledge on Networking : Applied

. Sound knowledge on designing and implementing network infrastructures :
Applied

. Infrastructure support : Applied

. Sound knowledge on Network security : Applied

. Management of a Technical team : Applied



Managerial Skills:

. Service Delivery Management

. Team leadership/management skills

. Customer Relationship Management skills

. Service Level Agreements Management

. Process Management

. Conflict Management

. Risk & Issue Management

Communication Skills:

. English: Fluent

. Must be able to effectively communicate with US clients.



Benefits:

. Competitive Base Salary

. Yearly Bonuses

. Monthly Incentives Plans

. Health Club Membership

. Vacation, Holiday, and Personal/Sick Time