Service Delivery Manager - Business Networks

Pune, Maharashtra, India

Ref#: 12345702437

Date published: 13-Feb-2017

Accountabilities:
  • Accountable for their area of responsibility, operating and improving services and compliance in alignment with global policies and standards
  • Drive Service Management leading to SLA achievement and high level of customer satisfaction
  • Focus and drive service SLAs that is not meeting expectations working collaboratively with stakeholders
  • Owns regular service performance (platforms and suppliers)  dashboard reporting on KPIs and SLAs/OLAs
  • Manage cost of delivery by looking at better ways to provide service in a cost efficient manner
  • Incident, problem, escalation, configuration, release and capacity management
  • Compliance with all Internal and External Audit observations
  • Smooth transition of  projects into production. Achieve run stabilization within 2- 3  months
  • Build a healthy and working relationship with key stakeholders
  • Identify and drive service improvements effectively

Essential Experience:
  • Overall 10 years of IT experience, of which 6-8 years of professional IT Global Service delivery/ management experience
  • Computer science, engineering or technical related degree
  • ITIL V3 experience(certification desirable)
  • Excellent communication around issues, managing escalations, opportunities and documentation skills with attention to detail
  • CCNA / CCNP Certification desirable
  • Network Admin &Operations : LAN, WAN, IPT strong background
  • Solid experience in client facing and managing outsourced partners

Additional Information:
  • Requires working in Shifts (including Night Shifts)
  • Requires On-Call support during P1 / Major Incidents

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