Unipart-Service Delivery Manager

Position Title: Service Delivery Manager IT Apps

Location: Vashi Navi Mumbai

Reports To: Director IT India

Overall Job Purpose : The purpose of this role is to manage and be responsible for the delivery of IT services provided by and from the Unipart IT Services India organisation predominantly based at and delivered from our Navi Mumbai office. The IT services provided span multiple competency groups encompassing all ITIL processes with a primary emphasis upon Service Operation.

The role is responsible for the delivery of the services to the IT managers within the wider Unipart business that hold the primary contractual responsibility for the delivery of the service to the clients. In practice this will entail complex application and systems engagement with managers service owners and team leaders across the geographical regions of the Unipart business including the UL IT teams in the UK.

Key Responsibilities:

Responsible for Incident Management Problem Management Configuration Management Demand Management etc. Implement Industry based best practice methodologies and standard ways of working based on ITIL methodologies to ensure the highest quality delivery of outputs from the team. Team Management. Responsible for leading and owning critical customer communications including regular status reviews to ensure effective delivery and customer satisfaction

Administering and managing Statements of Work and SLAs ensuring the SLAs and KPIs are achieved as defined in the SOW. Responsible for Service Improvement Plans. Provide status reports. Identify issues risks and manage them. Responsible for managing end to end delivery Conduct periodic delivery reviews identify issues and resolve them advise on risks and suggest corrective actions

Work with stakeholders to build capability plans in line with upcoming requirements includes cross training and upscaling Work closely with customer management to understand the business requirement for the projects developing effective working relationships and ongoing management processes for the project (service management infrastructure technology) Manage monitor and motivate the cross functional teams assigned to the projects Acts as primary point of contact from India office with the customer and UK team leads and Directors

Ensure all deliverables are achieved and review all customer roadmaps to ensure both tactical and strategic impact.

Responsible for team operational schedules hours of coverage on call etc. Deploys processes and ensures teams comply with standards of delivery

To take initiative in gaining indepth experience in areas of technology relevant to current and upcoming project demand

Working outside normal hours to provide a 24x7 support service.

Qualifications:

Essential

Preferable degree in any field or otherwise other equivalent qualifications or relative work experience.

ITIL Certified

Desirable

Other professional IT qualifications/ Certifications / MBA

PMP/Prince 2/Scrum Master

Experience:

Essential

WMS applications experience and understanding (preferably Blue Yonder OTM or any other WMS)

Experience in Integration (EDI Middleware software Webmethods etc)

Solid exposure to application support and project delivery along with resource management and delivery coordination

Over all 12 15 years of experience in the IT Industry out of which minimum experience of at least 5 years in service delivery and project management

Must have good Client facing resource management and leadership skills

Proficiency in ITIL including Incident Management Problem Configuration Management Demand Management etc.

Lead multiple Network and Security implementation Projects

Ability to meet the financials targets set by higher management

Should be able to collaborate with senior management on client account management and growth

Excellent delegation and negotiation skills along with strong people management skills

Managed/ lead team of at least 1520 members

Ability to communicate actions ideas and plans clearly

Rigorous monitoring capacity

Ability to summarize reports escalate wisely and on time

Excellent communication and presentation skills

Desirable

Strong business knowledge and experience in Logistics Automotive or related industry would be an added benefit.

Knowledge of best practices for quality control measures.

Experience in creating proposals deal reviews and making presentations to the clients

Experience of working with teams in the UK

Personal Qualities and Skills:

Specific

Good oral and written communication skills

Good problem solver and technical & analytical mind

Good organizing skills

Good team leading skills

Logical and efficient with keen attention to detail.

Committed knowledge sharer both via documentation and other less formal communications

Keen to learn from experience formal training and tailored selfbetterment

General

Highly selfmotivated and directed.

A flexible approach to work and working hours

Results orientated.

Teamoriented and skilled in working within a collaborative environment.

Be sensitive to cultural differences among individuals and groups of persons

Stable and longterm approach.

Remuneration:

Competitive plus excellent benefits package.

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