Service Delivery Manager 83600
Service Delivery Manager 83600
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Job Description
Since our founding IDEMIA has been on a mission to unlock the world and make it safer through our cuttingedge identity technologies. Our technology leadership makes us the partner of choice for hundreds of governments and thousands of enterprises in over 180 countries including some of the biggest and most influential brands in the world. In applying our unique expertise in biometrics and cryptography we enable our clients to unlock simpler and safer ways to pay connect access identify travel and protect public places at scale and in total security.
Our teams work from 5 continents and speak 100 different languages. We strongly believe that our diversity is a key driver of innovation and performance.
Purpose
Purpose
A Service Delivery Manager (SDM) is to ensure that IT services are delivered to agreedupon service levels and meet customer expectations. They act as the bridge between the IT service provider and the business focusing on the operational aspects of service delivery.
Note: Work Location Delhi Airport (Travelling required across India)
Service Delivery Manager is responsible to ensure the following areas
- Meeting Service Level Agreements (SLAs)
- Customer Satisfaction
- Incident and Problem Management
- Change Management
- Vendor Management
- Continuous Improvement
- Reporting and Communication
- Financial Management (Manhours)
Experience & background
- 10 yrs Experience in service and project management in a service provider / systems integrator environment
- Exposure in areas across Network Infrastructure Data Centre services Application Managed Services and Hosting
- Exposure in areas of managing large number of touchpoints deployment would be an added bonus
Technical skills
- Experience in implementation large and complex projects covering IT information systems (database network IT security) with use of external contracting
- Solid understanding of business process and change management
- IT Service Management practitioner PMP and/or and ITIL v4 Certified will be an advantage
- Strong organizational and management capabilities and solid understanding of full development cycle.
- Effective command of MS Office tools (Word Excel PowerPoint Project Outlook)
- Good grasp of financial concepts and procurement process.
Education & background
- Bachelors or Masters degree in computer science or related field
Key Missions
Main Responsibilities
- Meet or exceed all SLAs and KPIs for service delivery to the customer
- Serve as main escalation point for the customer and ensure accurate and effective delivery of all contracted Services and SLAs
- Work closely with Program Sales and Presales teams to ensure effective delivery of additional infrastructure software and services
- Work closely with Technical Support team and external vendors to provide operational guidance and strategic direction
- Manage the costs associated with the delivery of contracted services within the approved budget
- Develop and update project / maintenance plans procedures work instructions and other project documentation
- Take the lead during critical incidents; handling the needs of various stakeholders (e.g. customer senior management work teams) while ensuring issue can be resolved within SLA
- Identify operational risks that could compromise contractual commitments and work with the Support Team to mitigate them
- Produce monthly reports for customers as well as project governance reports and dashboards for management
- Manage subcontractors and vendors ensuring their services meet contractual commitments
- Handle hardware and software maintenance agreement renewals ensuring adequate warranty support for all infrastructure components
- Support new business opportunities during the presales stage e.g. deliver quotes for change requests/ project / maintenance proposals
By choosing to work at IDEMIA you will join a unique tech company offering a wide range of growth opportunities. You will contribute to a safer world collaborating with an international and global community. We value the diversity of our teams and welcome people from all walks of life regardless of how they look where they come from who they love or what they think.
We deliver cutting edge future proof innovation that reach the highest technological standards and were transforming fast to stay a leader in a world thats changing fast too.
At IDEMIA people can develop their expertise and feel a sense of ownership and empowerment in a global environment as part of a company with the ambition and the ability to change the world.
Visit our website to know more about the leader in Identity Technologies
Required Experience:
Manager
Employment Type
Full-Time
