• US Citizen

• Green Card

• Corp-Corp

• Contract to Hire

• Consulting/Contract

• UG :- - Not Required

• PG :- - Not Required

• No of position :- ( 1 )

• Post :- 18th Nov 2022

Client is looking for a highly energetic Service Delivery Manager to perform end-to-end management of a single or portfolio of projects with TCV 500K - $1Mn in deliverables based or outcome-based model by delivering the agreed scope and cost. Fully ensuring the success of the project by meeting customer expectations and customer satisfaction is enhanced. As a Service Delivery Manager, this is your opportunity to 
• Act as the primary Service management contact for our customers 
• Ensure all engagements drive the customers experience in line with the customer contracted services, managing customer expectations 
• Gather customer roadmap intelligence and provide an update to internal stakeholders to ensure any commercial opportunities are identified 
• Undertake the management and oversight of the Service Levels, tracking Service metrics in accordance with Service Level Agreement • Co-ordination and execution of monthly, quarterly, and annual Service Review Meetings, face to face and remotely, in accordance with the provisions of Service Level Agreement and Service Schedule 
• Provide on-going analysis of reports, performance, and trends, generating appropriate and timely recommendations and stating risks to both the customer and the business 
• Work with the Service’s team to co-ordinate and deliver Continual Service Improvement and other programmes of work Expectations: 
• All service delivery management activities for the successful delivery of managed services and support contracts 
• Ensure the Managed Services customer engagement model is clearly defined and easy to use for all stakeholders 
• Management of 3rd parties engaged to deliver some or all of our services contracted to customer(s) 
• Supporting the transition of managed and contracted services into live service operations 
• Establishing and maintaining an effective engagement model for all customers including service review, reporting, CSAT measurement and stakeholder review 
• Supporting the development of new products and services, contributing to service designs, and developing and implementing associated measures and reporting 
• Working with Account Managers/Directors to identify future opportunities and support the development of an account plan and technology roadmap as appropriate 
• Working with all our teams to ensure seamless high-touch, superior service to our customers 
• Providing escalation management as needed, including regular status updates to customer and internal stakeholders working alongside the major incident manager 
• Active involvement in supporting and driving vendor Customer Success frameworks to the benefit of our customers 

Skills Required:
• Possess the ability to grasp technical concepts from the perspective of ensuring successful Service Delivery 
• Extensive experience of Services delivery 
• Have previous experience of managing customer relationships in an IT service provider environment 
• Be resilient and highly results oriented 
• Show ability to work in a fast-paced deployment and operational services environment 
• Work collaboratively to achieve results within agreed timeframes 
• Previously have experienced working in a matrix organisation, influencing and leading people without being in a line management role 
• Demonstrate experience in managing third party suppliers within budget and agreed SLAs. 
• Have passion for delivering an outstanding customer experience 
• Communicate fluently (in English), orally and in writing, and can present complex information to both technical and non-technical audience (internal and external) 
• Be commercially and financially astute Overall Experience level: 12+ years in IT with min 4+ years as a Support/Service Manager