Service Delivery Manager

Job Description

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 Client 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 day-to-day 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 customer-service 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 where-ever necessary