Job Details
Service Deliver & ITSM Platform Manager - Job Description:-
As service delivery manager you will be responsible for making sure that services are being seamlessly delivered to the clients, oversee a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking SLA s and KPIs, and managing budgets. A service delivery manager is vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
Roles & Responsibilities:
- client relationships: Maintaining positive relationships with clients and ensuring their needs are met. They provide regular updates on service delivery and respond to client inquiries and concerns.
- service delivery: Oversee the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner.
- service performance: Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
- compliance with service level agreements: Ensuring that service level agreements are met, and that the services provided meet the required quality standards.
- budgets: Ensuring that resources are allocated effectively, and that costs are kept within budget.
- and maintaining teams: Maintaining high-performing teams, and for fostering a positive working environment.
- improving processes: Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively.
Requirements:
- or master s degree in information systems, Information Technology, Computer Science or other related disciplines.
- Service Now platform & Process Knowledge
- have Managed Process and Platform (Development) team for implementation /Upgrade
- be Able to Understand Incident, Change, Release, Problem, Asset (HW/SW) Process knowledge
- Minimum of 15+ years of highly experienced IT Service Delivery
- be ready to work on premise and be open for rotations shift as needed.
- in managing ITIL based ITSM service operations.
- communication, coaching, and mentoring skills
- to effectively deal with stakeholders.
- analytical and problem-solving skills to solve complex issues.
- proven initiative and results.
- effective Communication, People management & Training Skills Verbal and Written
- Certified (V4 preferrable)
- in using advanced tools including Service Now, HPSM and IT Asset Management.