Associate Manager-Service Delivery
Share
Job Location:
Monthly Salary:
Posted on:
2 hours ago
Vacancies:
1 Vacancy
Job Summary
KEY ACTIVITIES AND RESPONSIBILITIES OF THE ROLE
Perspective Responsibility
Customer
Customer
Collaborate with internal and external teams to define and monitor service expectations and
performance standards.
Act as a primary point of contact for customer teams for any service management queries
(SLA/KPIs)
performance standards.
Act as a primary point of contact for customer teams for any service management queries
(SLA/KPIs)
Financial
Monitor the cost-effectiveness of service delivery using SLA/KPI analytics and performance
metrics.
metrics.
Process and
Operations
Operations
Performance Management
Define KPIs and SLAs for each finance tower; track performance across agreed frequencies
(daily weekly monthly).
Collect validate and analyse operational and service-level performance data.
Create and maintain performance dashboards; raise flags for non-compliance or deviations.
Ensure adherence with service management standards and regulatory frameworks.
Monitor performance regularly and escalate deviations that may impact our ability to deliver
services as per stakeholder expectations.
Reporting & Governance
Define and implement standardized reporting cadence and templates.
Consolidate performance data from process owners and generate monthly/quarterly SLA and
KPI reports.
Facilitate performance and governance review meetings with stakeholders and leadership.
Drive service reporting improvements using automation and visualization tools.
Manage escalations perform due diligence create go to green plan and action it
Support in business continuity trails reporting on periodic basis
Incident Management
Maintain Incident Register for the issues highlighted from the respective towers.
Collaborate add and socialize mitigation approaches for the incidents
Define KPIs and SLAs for each finance tower; track performance across agreed frequencies
(daily weekly monthly).
Collect validate and analyse operational and service-level performance data.
Create and maintain performance dashboards; raise flags for non-compliance or deviations.
Ensure adherence with service management standards and regulatory frameworks.
Monitor performance regularly and escalate deviations that may impact our ability to deliver
services as per stakeholder expectations.
Reporting & Governance
Define and implement standardized reporting cadence and templates.
Consolidate performance data from process owners and generate monthly/quarterly SLA and
KPI reports.
Facilitate performance and governance review meetings with stakeholders and leadership.
Drive service reporting improvements using automation and visualization tools.
Manage escalations perform due diligence create go to green plan and action it
Support in business continuity trails reporting on periodic basis
Incident Management
Maintain Incident Register for the issues highlighted from the respective towers.
Collaborate add and socialize mitigation approaches for the incidents
Learning &
Development
Development
Mentor delivery team members on SLA/KPI reporting and service analytics.
Participate in knowledge-sharing forums and team reviews.
Stay updated on analytics tools audit methodologies and SSC operating models.
Participate in knowledge-sharing forums and team reviews.
Stay updated on analytics tools audit methodologies and SSC operating models.
Secondary
Responsibilities
Responsibilities
Support dashboard modernization and process documentation.
Identify and action on automation and improvement opportunities.
Provide program management support for conducting and reporting BCP trials
Provide program management support for contracting/ service agreements with Group
Companies
Provide program management support for quality audits and continuous improvement
Identify and action on automation and improvement opportunities.
Provide program management support for conducting and reporting BCP trials
Provide program management support for contracting/ service agreements with Group
Companies
Provide program management support for quality audits and continuous improvement
Key Skills
- IT Experience
- Data Center Experience
- Problem Management
- Network Management
- Management Experience
- Solaris
- Customer Support
- ServiceNow
- IT Service Management
- ITIL
- Project Management
- Operating Systems
