Service Delivery Manager-9-12 Years-Mumbai
Location: Mumbai(Thane/Vikhroli)
Shift: 1:30 P.M.-10:30 P.M.
Your future employer:
It is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, it has 50,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals.
Summary of Role
The IT Service Delivery Manager will play a crucial role in ensuring the successful delivery of IT services to colleagues in the APAC region with emphasis on India, by effectively managing business relationships, resolving service performance or degradation challenges and assisting with the resolution of critical incidents. The IT Service Delivery Manager will be responsible for overseeing the escalation process by utilizing systematic root cause analysis, comprehensive solutions that prevent reoccurrence and assisting with the timely resolution of critical incidents by ensuring the efficient execution of the major incident management process in coordination with the appropriate technical teams in the APAC region. This role requires exceptional problem-solving skills of complex issues, ability to communicate at all levels of the organization, and the capability to thrive in a fast-paced environment.
The Role
Escalation Management: Serve as the primary point of contact in the APAC region for escalations from internal teams or business colleagues regarding service delivery issues. Assess the urgency and impact of escalated incidents, determine appropriate response plans, and ensure proper escalation procedures are followed. Provide timely and accurate updates to stakeholders, including management regarding the status and progress of escalated issues. Collaborate with cross-functional teams, including technical support, operations, and development teams, to address escalated incidents effectively.
Critical Incident Management: Assist with the response to critical incidents in the APAC region by ensuring swift and effective resolution to minimize impact on business operations. Participate in the communication and collaboration among technical teams and business stakeholders during critical incidents to drive timely resolution. Conduct post-incident reviews to identify root causes, implement preventive measures, and drive continuous improvement in incident management processes.
Service Level Agreement (SLA) Compliance: Monitor and ensure compliance with SLAs and service delivery metrics, including response time, resolution time, and customer satisfaction. Identify trends and patterns in escalated incidents, perform root cause analysis, and propose corrective actions to improve SLA performance.
Root Cause Analysis: Assist with managing effective Problem Management by conducting post-incident reviews to identify the root causes of major incidents and develop strategies for prevention or mitigation. Implement process improvements and best practices based on lessons learned.
Incident Reporting and Communication: Prepare and distribute timely incident reports, detailing the impact, resolution, and lessons learned to key stakeholders. Collaborate with communication teams to ensure effective and targeted communication during major incidents.
Business Collaboration and Optimization: Establish and maintain strong relationships with key business stakeholders to understand their business needs, alignment with service delivery, and address any concerns.
The Requirements
Bachelor s degree in computer science, Information Technology, related field, or other relevant experience. Proven experience (8+years) in critical incident management, problem resolution, and service improvement, with a strong track record of driving results in a global organization. Strong technical background and understanding of IT infrastructure, applications, and support processes. Excellent leadership and team management skills with the ability to motivate and inspire a diverse team. Exceptional problem-solving and decision-making abilities, especially under high-pressure situations. Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels. Knowledge of ITIL (Information Technology Infrastructure Library) or other incident management frameworks. Familiarity with incident management tools and software for tracking and reporting incidents. Certifications such as ITIL Foundation, PMP (Project Management Professional), Process Improvement Methodologies, or related certifications are a plus.
