Service Delivery Manager
- NTT DATA, Inc.
- 8 - 12 years
- Chennai
- 27 days ago
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Job Description
At NTT DATA, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company's growth, market presence and our ability to help our clients stay a step ahead of the competition. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA and for the people who work here. NTT DATA, Inc. currently seeks a Field Tech Supervisor to join our team in India.
Role Responsibilities
- Manage Technical Support Team- Lead a team of technical support specialists. They provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.
- Implement Best Practices- Research and implement best practices in help desk and IT support. They also ensure policies and procedures are followed.
- Facilitate Meetings- By managing and facilitating meetings, Service delivery managers ensure that teams are improving performance, service, and product quality. They use information gathered at these meetings to target areas that need improvement.
- Review Contractual Metrices- To ensure that contractual metrices like SLs and KPIs are met, Service delivery managers review IT contractual service catalogs to ensure that services are delivered in line with contract.
- Ensure Teams Are Trained- Ensure that team members are familiar with IT service delivery processes and best practices. They offer training as necessary.
- Assists in escalation management of issues raised in the field.
- Monitors and controls team performance against service levels and KPIs.
Requirements
- 8 12+ years of experience in IT Service delivery & people management.
- Building, managing, and motivating team.
- Ensuring contractual SLA adherence.
- Working closely with the client manager to decide the needs of the project and plan work.
- Coaching team members so that they can learn and improve.
Skills & Other Requirements
- Good negotiation skills.
- Good verbal and written communication skills.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Operations ManagementEmployement Type: Full timeContact Details:
Company: NTT DATA, Inc.Location(s): Chennai
Keyskills: Team Management IT Service Delivery Management Desktop Support End User Support ITIL
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