New job Hiring Service Delivery Manager for an MNC - Trivandrum, Kerala

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Group: IT Recruiters Subject: Hiring Service Delivery Manager for an MNC - Trivandrum, Kerala George Varghese posted a job: Hiring Service Delivery Manager for an MNC - Trivandrum, Kerala "We have an opening for the post of SERVICE DELIVERY MANAGER with one of our prestigious client which is a MNC and a major player in the IT industry. The ideal candidate will have experience of working across multiple countries and cultures and the ability to build strong relationships with remote colleagues. As the Service Delivery Manager, you will be responsible for expanding the capabilities of the Service Desk Team and driving new end-to-end service delivery practices across the entire IT function. Building and sustaining the support strategy for the US markets and IT Support Team, you will implement effective strategies and work with each US market and Group Technology Team to build and deliver their IT service roadmap. You will build major incident management procedures and create and implement an effective approach to problem management whilst delivering new functionality regarding change processes. Additionally, you will oversee a range of service delivery projects which will support and deliver service improvement objectives and champion the needs of the US markets. Role and Responsibilities • Define service level agreements (SLA’S) related to contracted services. • Ensure SLA’s are measured and achieved and client expectations are met (or exceeded). • Identify and lead service improvement and cost reduction/efficiency initiatives. • With the IT Operations Manager, plan the budget (workplan) for in-scope contracts and services. • Monitor and manage expenditure within agreed workplan budget. • Build service relationships with internal customers and internal/external service providers. • Ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery, with particular regard to regulatory compliance. • To provide reports to an agreed schedule (or on request), including management summary and detailed performance reports. • To escalate service issues internally and with external providers to ensure customer satisfaction is maintained. • To coordinate external technical resources for infrastructure and support related change and project activity. • To support IT projects and Initiatives to meet the agreed business goals in compliance with relevant methodologies and quality standards, including: - Coordinate the provision of external resources from existing partners. - Assess the impact of the project on external contracts and BAU activities and make the appropriate changes to contracts and SLAs. • Approve changes to the service delivery model, contracts or SLAs. • Manage the internal communication with the business including service performance, FAQs, process information and necessary forms. • Manage high priority incidents, conduct lessons learned and implement remediation plans. To be considered for this opportunity, you must have: • A passion for delivering service within the IT sector • Experience of building strong cross-functional teams • A proven track record of building and implementing best practice service management processes from the ground up • The ability to plan and deliver activities at both a strategic and detailed level with a focus on quality and timely delivery • ITIL service delivery qualification foundation level certificate essential • ITIL Service delivery qualification practitioner level within service operations will be an added advantage. Experience: • Graduate in Engineering (BE/ BTech) in any stream. • 10 – 15yrs Experience of working in an IT Service management capacity or related IT role, preferably in Airline or Telecom domain. • Demonstrable experience of managing suppliers in outsourcing contracts. • Good general understanding of IT infrastructure. If you feel that you are a suitable fit for this position, apply in confidence to vesat_hrm@yahoo.com"

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