Service Delivery Manager
- Accelya
- 4 - 7 years
- Mumbai
- 2 months ago
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Job Description
Successful service delivery coordination includes full-service implementation from request to delivery, ensuring proper quality, quantity and end-customer satisfaction for enterprise applications and solutions, using proper KPIs and measures within agreed service level agreements.
The SDC leads worldwide cross-functional workstream s, task forces and other initiatives, involving different technical team members, contractors, vendors and stakeholders, ensuring IT infrastructure services are delivering the expected scope and business value, while completing on budget and on schedule.
- Accountable for ensuring IT infrastructure services are delivering on-time, on budget, and meeting functional and quality specifications.
- Forecasts, manages, and reports on IT infrastructure services, managing deviations, issues, risks, problems and changes using appropriate and agreed upon processes and tools established within the company.
- Handling IT service escalations by combining business impact judgment with effective technical assessment done by proper key subject matter experts.
- Identifies resources needed to complete work and collaborates with resource manager(s) in order to assemble appropriate ad-hoc skilled teams.
- Provides frequent dashboards and status reports, communicating to applicable executive leadership and key stakeholders.
- Develop and execute service delivery plans that maximize, improve or enhance internal customer experience and achieve higher product/service adoption, customer satisfaction, and overall health scores.
- Experience working in ITSM (ITIL) environments, being an advantage other experiences in Agile, Waterfall, and Hybrid methodologies. ITIL Foundation v4 Certification is an advantage.
- Demonstrated proficiency in Microsoft Office Suites of products, (ie Visio, Excel, PowerPoint, Outlook, etc). Experience managing ITSM ServiceDesk tools is an advantage.
- Experience with multiple working streams and coordinating with enthusiastic, wide teams of 10 or more team members. All of them, with the ability to influence inside and outside of the organization at the highest levels to garner support. Large enterprise initiatives experience is an advantage.
- Proven coordination experience including background in project management or service management with the ability of dealing with different roles and seniority levels.
- Strong understanding of various technologies, focused on IT infrastructure (server, storage, networking), applications, cloud technologies, information security, and databases.
- Good written and verbal communication skills in Spanish and English. Both fluid for communicating with other countries would be a must.
- Flexible working hours
- Remote
- Work-life balance
- Excellent, dynamic and multicultural environment
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: AccelyaLocation(s): Mumbai
Keyskills: Service management Networking Product service Enterprise applications Project management Information security Agile Spanish Visio IT infrastructure services
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Accelya
Accelya is a leading global provider of technology products and services to the travel and transport industry. Founded in 1976, Accelya delivers financial, commercial, cargo and analytics solutions designed for a world on the move. Formed through the merger of Accelya and Mercator, Accelya provides ...
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