Service Delivery Manager - Backup Solutions

Company Overview :

ProVal Technologies is a master managed services provider (MSP). Our forte is managed services and we partner with some of the most successful and innovative IT Service providers to provide them with 24x7 network operations center (NOC) support, and remote infrastructure management across leading technology platforms.

The company is driven by our core values (reflected by our name), and provides an excellent learning platform and career path to its employees. A culture driven by excellence in service delivery, continuous innovation, and- employee- recognition, makes ProVal a great place to call home for professionals. Come and become a part of this experience, to fast-track your way to success.

ProVal Tech is in the search for its next leader - Head of Operations for our office in Noida. This is a leadership position in the company from a strategic and operational level.

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.

Ideal Candidate :

- 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 organization

Role Requirement :

- 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 skills