Hiring for Service Delivery Manager - Digitization (information Technology) in Thane, for Exp. 5 - 8 yrs at Intelenet Global Services Private Limited.

  • Esteemed client of Orion TrueTech Services India
  • Thane, Maharashtra, India
  • Nov 12, 2017
Full time IT / Telecommunication Jobs

Job Description

Job Description:Needs to ensure Service Delivery processes for Software Services and Support and are in place to meet business needs. This position is a stakeholder facing role, and requires to establish and manage expectations within the business and drive support team to achieve those expectations. Responsibilities:&amp amp nbsp Software Service Management Maintain high performing service support functions including and Software Service Desk, application and Database support. Owner of 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 incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review Monitor, control and support service delivery ensuring systems, methodologies and procedures are in place and followed Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed Be accountable for the quality of Service and performance ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems Drive internal and third party service review meetings covering performance, service improvements, quality and processes Supervise and manage Transition of new business processes into support. Technical:&amp amp nbsp Lead the Application and Database teams for AMEA. Manage the BAU for Application &amp amp amp Database environment to ensure software services are maintained to high standards of performance and security Ensure that patching and anti-virus updates are carried out promptly and effectively on servers managed by software team. Performance &amp amp amp Quality:&amp amp nbsp Provide recommendations for Service Improvement and ensure timely implementation. Work with internal and third party teams to ensure actions are taken and completed to protect and improve services Provide regular and accurate management reporting on Software support Service performance Effectively deliver/manage Staff including recruitment, mentoring, training, target setting and performance assessment Be an representative for Digitization and work across business/IT to provide effective communication on matters and build relationships with other teams to ensure effective dialogue between departments Qualities and Skills required: &amp amp nbsp Essential Should have hands on experience on Microsoft technologies (.net / MSSQL / IIS) Able to demonstrate the ability to undertake the above responsibilities Legally able to work in the country in which the position is based A passion for Service Improvement Experienced Service Management professional ITIL Qualified Previous experience as a Team Lead or demonstrable experience in leading virtual teams Experience of managing 3rd parties and 3rd party delivered services Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines Expert knowledge of ITIL disciplines 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 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