IT Service Delivery Manager

Essential Functions

Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective
IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.
Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

Education Requirements
Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP

Work Experience Requirements

Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats)
Willingness to work in a 24 x 7 environment.