Service Delivery Manager Job in Rapyder Cloud Solutions Private Limited
Service Delivery Manager
- Bengaluru, Bangalore Urban, Karnataka
- Not Disclosed
- Full-time
- Permanent
This role will be responsible for Managed Services PnL, Customer SLAs, Customer Satisfaction, Process Adherence and People Management across (Tech Experts, MIS Analysist, Shift Management). Contribute towards Company goals, constantly ensure improvement in the way of working and improve the outcome.
Responsibility and Deliverables
1. Department
Manage the PnL of the team.
Retention of Revenue and Accounts.
Define and Measure teams KPI, using metrics.
2. Customers
Define, Track and Improve SLAs at the Products and Solution Level.
Participate in Customers Escalations.
3. People
Define, Track and Improve team skills through trainings.
Create a clear career growth plan for all team members.
Tasks and Activities
1. Department
Track Forecast, Unbilled, Billed and Lost revenue. Provide Forecast.
Manage the Cost of Delivery.
Understand customer pain points and how to retain customers.
Adhere and Improve Metrics that will have direct impact on the Customer SLA s and Satisfaction.
Understand Upsell areas and provide inputs to Customer Success / Sales.
Capacity Planning based on Revenue Forecasts.
2. Customers
By Customer Category, understand customer experience with the company.
Participate in Customers Escalations for Resolution.
Ensure timely RCAs are shared with the customer.
3. People
Create Training Plan, internal or external for upskilling of Team Members.
Interview, Coach and Mentor Team
Create a clear career growth plan for all team members.
Measurement Metrics
1. Department
Revenue Metrics on Forecast, Unbilled, Billed and Lost revenue for last and future 6 months.
Profitability of the Department.
High Risk customers due to Service Quality Issues.
Measure Aging of Tickets, Nr of Times Tickets is being touched and Aging of Tasks.
Manage change requests and effort spent on the changes.
Capacity Planning based on Revenue Forecasts.
SLA at Department Level
2. Customers
SLAs at Customer Level
Health of each customer.
3. People
Training Planned versus Achieved.
Individual KPIs and Performance.
Requirements
Minimum Bachelor s degree (3 year) in Computer Studies or Business Admin. Or equivalent
10-15 years experience in Service Desk/PMO environment, in a fast-paced though structured environment
Self-Motivator; able to work alone and take ownership of responsibilities
Be able to prioritize and follow up issues with method and efficiency
Good communication, collaboration and strong reporting skills
Good level of autonomy
Knowledge of Data Center, AWS, Azure or GCP required is Required
Working knowledge of zoho suite of products like Desk and Projects would be added advantage.
1 to 3 Year
2 - 4 Hires