Service Delivery Manager

Accountable for end-to-end responsibility of delivery across the departments

Ensures teams' understanding of service levels and implements necessary steps to achieve the service levels

Provides periodic performance management reports to stakeholders on service levels

Facilitates overall administrative, personnel, technical, and other support as required to successfully perform

Provides continuous process improvements to enhance the Services provided to end customer, including management of execution of its Continuous Improvement Plan as it relates to this SOWManage on-call support roster for the production support team

Review engagement status and metrics

Resolve escalated issues related to operations

Ensure health checks for the engagement

Ensure consistent process across all Business areas or system groups

Should have some understanding of open system technologies such as Java/J2EE, XML, Spring, Struts, Rest APIs, Javascript, ReactJs, Angular JS.

Cloud migration experience will be plus.

Coordinate with senior management to ensure optimal governance

Review and management of KPIs and delivery dashboards, including utilization, service levels, and performance management, quality, and customer experience

Leading a team of geographically dispersed resources to deliver projects on time and within budget

Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence

Understanding the pipeline of demand and ensure to supply required resources

Define and establish mechanism to derive and monitor Support and ADM SLA/Metrics

Define and establish Governance - Weekly, Monthly and Executive

Identify risks and issues, report the same appropriately to customer

Ensure implementation of appropriate quality processes

Facilitate communication, coordination and team building activities