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Opening for Service Delivery Manager with leading IT Company_Mumbai

Keywords / Skills : "Service Delivery Manger" "ITIL" "IT Infrastruture" "IT Infrastruture Support" "End user support" "Remote Infrastruture Managment"

14 - 20 years
Posted: 2019-01-12

Industry
IT/ Computers - Hardware
Function
IT
Role
Software Engineer/ Programmer
Posted On
12th Jan 2019
Job Description
We have opening for Service Delivery Manager
Location: Mumbai
Years of Exp: 12yrs – 14 Yrs

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

If you are interested for this requirement please share cv on [HIDDEN TEXT] or call 7774018434 


About Company

HR Remedy India is a Pune based manpower recruitment and training firm with an aim to provide value aided service to employers with in-depth understanding of their requirements. We are working as a perfect bridge between employer and employee to fulfill their needs by placing a best suitable at place. We associate responsibilities to talent.
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