Designation: Service Delivery Manager  , Location: Mumbai, Bangalore

Years of Exp: 12yrs – 14 Yrs

 Mandatory Points:

1)      Candidate should be from BFSI domain only

2)      Candidate should have ONSITE working experience

3)      Candidate should have handled team of at least 80-100 resources.

4)      Candidate should have handled Indian Customer.

 General Brief

·         Responsible for managing service delivery for (EUS) end user support for Domestic Clients

·         Responsible for Multiple client delivery with a span of 80-100 resources

·         The support scope would be mix of deskside and remote

·         Responsible for managing but not limited to the below

Operations Management

·         Operations – Process Management Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository

·         Maintain 100% technical SOP in Support central for any new type of technical issues

·         Working knowledge of CRM Proactively initiate Process Improvements keeping in mind, Inputs from Audit Process, Best practices across industry and ITIL guidelines

·         Reduction of cycle times for any process, Inputs from Customer Feedback

·         Contracting and subcontracting engagements

 Transition  

·         Transition activities include, Takeover New services and Process & Framework, Resources, Metrcis and Dashbaords, Reviews, Audits and Performance Management, Induction frame work, Training and Skill Development for new skills

 Metrics Management  

·         Understand clearly operational definitions for all processes, Understand how we measure all critical data points in the processes, Improve any irregularities reported as a result of the Metrics Dashboards

·         Always update weekly and monthly dashboards as defined Load, CMDB, SLA data, Billing data, Resource Productivity Provide additional support during ramp -up stages, Assist in training new team members, Up skill to take on additional deliverables

 Desired Skills and Experience

 ·         Any graduate with 8-12 yrs in service delivery in (EUS) end user support

·         Prior experience in Service Delivery and Program Management in the IT Infrastructure/Managed Services Space is a must

·         Should have managed a team of 80-100 + resources for deskside & remote in multi customer environment

·         PMP, ITIL and Related Quality certifications preferred.

·         Domestic client engagement is a must