Service Delivery Manager

Job Title: Service Delivery Manager (FT with HCL)

Location: Austin TX

Duration: Fulltime/ Permanent Hire

Job Description:

RESPONSIBILITIES

• Configure, support and provide subject matter expertise by working closely with
• globally spread teams IT, business teams , end users and 3rd party vendors
• Follow up with product vendors on SRs, Patching, bugs and product updates
• through issue closure.
• Triage and resolve production support tickets effectively, accurately, efficiently
• and be adept in problem/defect resolution
• Mentor and manage medium to large globally spread production support teams of
• 15 20 Support Engineers
• Track application metrics, drive insights, and build reports and dashboards to
• measure results against goals.
• Liaison with business and IT to improve operational efficiencies in ecosystem
• and bring in process improvements
• Support all month end process / business events and give value propositions for
• on-time period close
• Drive periodic reviews with Facebook leads (2 - 4x / month)
• Communicate and explain Vendor's performance, relative to KPIs and SLAs
• Onboarding/ Offboarding, manage and resolve escalations

MINIMUM QUALIFICATIONS

• EDI/JAVA/Python/Oracle Fusion (Any one working knowledge)
• Strong period close / business events knowledge & experience on all
• modules (Monthly / Quarterly / Yearly)
• Must have exposure working with 3rd party vendors viz Banks, 3PLs and
• Highly organized team player with ability to multitask and prioritize