Service Delivery Man....
Service Delivery Manager
Posted on :
02-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2492489
Service Delivery Manager Dublin IrelandJob Description
To manage and own the Operations and Service Delivery of the account & ensure that it results in minimum (contractually agreed) or no service interruptions and effectively focus on continuous service improvement for an enhanced service delivery.
Role Responsibilities
People Management Service Delivery Service Management Client relationship management finance management contract management excellent coordination with HCL support functions
Managing the EUC tracks Service Management including Incident Change and Problem Client Relationship Management Queue management onshore & offshore team management.
Client relationship management Client Meetings understanding client s day to day requirements generating business opportunities.
Be proactive in suggesting initiatives to increase the service offered to the client including understanding how existing processes can be changed or improved to aid the customer business
Strive for continuous improvement value creation and innovations.
Be responsible for the management of escalations P1/2 complaints. Escalation management.
Build trust and relationship with Client to identify potential issues proactively and develop early warning system for HCL to mitigate issues before it reaches critical state
Be part of Customer Satisfaction enhancement program and play a key role in driving the improvement.
Be responsible for the delivery of all RCAs that relate to the customer.
Be accountable for the daytoday service provided to the Client including SIPs CIPs and Value Adds
Be proactive in liaising with the customer for all Service Impacting Changes or Outages
Have a complete understanding of vendor capabilities and SLAs
Have a thorough understanding of the key contractual SLA & OLA and deliver the service in accordance to it.
Accomplishes IT operations human resource objectives by recruiting selecting orienting training assigning scheduling coaching counseling and disciplining employees; communicating job expectations; planning monitoring appraising and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
Achieves IT operations operational objectives by maintaining current system; evaluating recommending testing and installing new technology; contributing information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production productivity quality and customerservice standards; resolving problems; completing audits; identifying trends; determining system improvements; implementing change
Determines IT operations service requirements by analyzing needs of users/departments; prioritizing modifications to core system applications; resolves organizational conflict; developing and implementing documentation requirements for problem resolution.
Improves quality results by evaluating and upgrading processes directing changes.
Lead the Service & Governance Review Meetings
Lead and coordinate the external audits of the project to success
Conduct Internal Service Review Meeting and take actions for improvement.
Ensure timely delivery of all agreed reports
Clear understanding of the Contractual Service Levels and its associated service credits and impacts
Manage IT Support functional teams performance by internal OLA rating and stack ranking
Ensure P1 & P2 incidents are managed effectively and resolved within Contractual Service Levels and escalated whereever necessary
Employment Type
Full Time
Key Skills
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