Service Delivery Manager

Hyderabad - India

Monthly Salary: Not Disclosed

Posted on: 9 hours ago

Vacancies: 1 Vacancy

Job Summary

Description

Title: Service Delivery Manager

Education: Bachelors Degree

Exp Level: 10 Years

Location: Hyderabad

Key Skills:

Experience in Oracle Applications (EBS and Oracle SaaS).
Hands-on experience in a fast-paced technical environment.
Excellent customer service skills are required.
Familiarity with ServiceNow is acceptable; knowledge of ServiceNow is ideal.
Excellent verbal and written communication skills across all levels of the enterprise are essential.
Candidates may be required to work varied days/hours and remain flexible based on business needs.

This position is responsible for leading and guiding a team of direct or indirect reports to meet

specific individual and team orientated business objectives that contribute to Datavails ability to

provide best in class technical support to its customers across the globe.

Responsible for the performance of their team and obligated to use empirical data customer

satisfaction surveys scorecard metrics or other means available to assess and then coach their

team. Expected to locate or personally provide training that will facilitate the team in reaching

business objectives and aid individuals in reaching personal goals.

Proactive in understanding company policy. Assess the potential impact of these policies to ensure

a smooth implementation for affective compliance.

Provide Leadership -

Define and communicate the teams business objectives.
Create plans for both the team and individuals that will facilitate achieving business objectives or individual goals. Clearly demonstrate and articulate these plans to the team or individual.
Observe the status quo and its effectiveness and be willing to become a force of change as necessary to improve it.
Responsible for overseeing all Level 1 support staff.
This position serves as the owner of the incident management major incident request catalog knowledge base and problem modules to ensure quality and service availability.
Additionally the role manages and oversees the daily support activities of the IT Service Desk.
Responsibilities Oversight of requests incidents major incident knowledgebase and problem modules in ServiceNow.
Manage maintain and coordinate all critical and major incidents including but not limited to communication activities (oncall duty executive summary etc.). Act as escalation point for all requests and incidents.

Technical Leadership:

Take complete ownership of the day-to-day team activities and directly work with the leads to identify gaps and implement remedies.
Responsible for the team and delegate work to help develop them in their roles and realize their potential.
Responsible for the SLA and OLA (in terms of MTTA MTTS and MTTR) and organize necessary trainings to align the performance with organizational expectations.
Monitor delivery of these targets and take steps to address any inadequacies.
Develop the team and Identify training needs to help meet current and projected tasks (e.g. resources skills process).
Motivate and help the team to deliver high quality and high productivity and encourage a culture of innovation.

Required Experience:

Manager