Service Delivery Manager

Core Responsibilities :- To lead, manage, and grow critical business activities across service delivery of backup and NOC projects.- Creating Operational Excellence and Systems to ensure optimal utilization & realization across different functions of the organization.- Identification for ongoing process improvement- Ensure service delivery standards are maintained and improvement areas are timely identified and addressed. - Staffing management for 24x7 Operations - Rostering, Work Force Management.- Oversee day to day performance of service delivery and ensuring the SLAs are met/adhered to. - Proactive monitoring of boards and monitoring tools to ensure SLAs are covered. - Reviewing current processes and procedures.- Upkeeping and updating the process documentation. - Identify repetitive issues/incidents and share the findings with client to get the RCA done for such issues. - Process efficiency and team performance optimization.- Handling review calls with the client. - Prepare and run monthly project overview for the performance of the project. - Proactively identify the problem areas work towards resolution with stake holders. - Client Management.Eligibility- Any Graduate- Good Team Handling Skills- Good Interpersonal Skills- Excellent Communication - Written & Verbal- Should have handled the role of authority- Excellent analytical skills- Excellent decision-making skillsRequired Skill Set :- Have 15+ years of experience (preferably in the in the IT / ITES space) with a background in service delivery and project management, preferably with overseas customers- Past experience in project and people management- Dynamic personality to oversee a multitude of departments within the organizationBeneficial Skill Set :- MSP Experience (ref:hirist.tech)