Information Technology Service Delivery Manager

IT Service Delivery Manager - Jaipur, India

Reporting to: Regional Operations Lead

The IT Service Delivery Manager oversees a number of key functions within the IT department of our clients enabling the delivery of a high-quality service to end users, and ensuring Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires you to establish and manage expectations within the business and drive the team to meet those expectations to the highest standard.

Responsibilities:

You need to have had the below experience from a previous job to apply for this role
• Minimum 2 years of experience in a similar role.
• Speak English fluently.
• Global support experience dealing with people outside their own country.
• Have previously managed a team of service engineers and reporting to them.
• Have had previous experience in dispatch support, getting an engineer within a certain amount of time, finding an engineer propose them to the client, send engineer for training at client site.
• A good understanding of finance so that you can analyse the profit and loss and work out how to reduce costs.
• An understanding of basic desktop support terms like SOW (scope of work), SLA (Service level agreement).
• A good understanding of ITIL.

Service Management
• Maintain high performing service support functions including an IT Service Desk, Desktop Support and VIP Support.
• Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes
• Accurate reporting and establishing service improvement activities when required
• As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of parties involved, effective communication to stakeholders and post incident resolution review
• Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in clients and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and communicated and agreed with stakeholders
• Accountability for the quality of service and performance, ensuring future growth projections within clients BAU environment and client projects are understood and factored into capacity planning for all associated systems and resources
• Detailed knowledge of the client contracts and obligations (SOW), understanding the contractual risks and opportunities , and using them to your advantage.
• Ensure contract end dates and renewals are effectively managed

Financial management
• Year on year increase of the income on the SOW’s you are looking after
• Cost management and identification of possible cost savings opportunities YOY
• Manage and maintain forecast and budgets for your clients.
• Manage and maintain PO’s ensuring valid PO’s with available funds are available at all times
• Reduce partner spend by x % year on year, can we do it ourselves approach collaborate
• Reduce backup cost by continuously looking at:
• Can we hire ourselves?
• What other business do we have in the region?
• Speak to the other PM’s asking them if they can help collaborate with some of their staff
• Find other cost saving opportunities wherever possible, whilst maintaining or increasing the quality.

Communication
• Manage communication between the engineers and client as well as the engineers and the company.
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
• Conduct quarterly operational reviews with internal and external teams

Performance & Quality
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are implemented and completed to maintain and improve services
• Provide regular and accurate management reporting on Service performance
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on matters and build relationships with other teams to ensure effective dialogue between departments

Essential Core Competencies
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organisational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritise and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognise this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organisational needs. Any major changes will be discussed with the post holder