Service Delivery Manager

Service Delivery Manager Digital

Mandatory Skills

Program management AMS and managed large teams

Role Overview:

15 to 20 years of experience

ITIL certified or excellent knowledge of ITIL framework/processes

Experience in managing AMS/production support of large engagements with exposure to Digital Business

Oversee the daily operations of the AMS team as well as participate as an active member

Act as a mentor and provide oversight coaching etc

Be the point of contact for any escalation

Analyze data and implement process improvements

Clearly communicate escalated issues

Monitor team performance and report on metrics

Ensure that all customer inquiries and issues are solved correctly and promptly and professionally.

Participate in P1/P2 calls

Record and track SLAs contractual commitments risks and share reports

Review and optimize cost by implementing relevant solutions