Job Description
JOB OVERVIEW:
The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
RESPONSIBILITIES:
• Manage the remote service team’s daily activities.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Improve usage of IT Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the remote service team in design and development tasks.
• Mentor remote service team during technical escalations.
• Drive problem investigations and resolution as required.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
• Design and maintain process documentation for the remote service team.
• Manage the process of implementing change efficiently and effectively.
MUST HAVES:
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6 - 12 months’ time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
ELIGIBILITY:
• Looking for a Graduate/Postgraduate.
• 10+ years of related experience
• Experience with Managed Service Providers or MSP platform company’s
• Have Service Delivery exposure for US based customers
• Client relationship management exposure
• Knowledge in cross functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Excellent Communication
• Problem solver
Our Culture and You:
What does the day in a life look like for the Service Delivery Manager? You come to work each day to an environment that promotes a community of collaboration and engagement. You work closely with a passionate and positive leadership team that is invested in your success. We work hard and have fun while dreaming big.
Our employees have indicated that with IT by Design, they find a home where their passion and career goals finally intersect for them to live a life full of purpose
The Service Delivery Manager is responsible for managing the activities and responsibilities of the service desk team. As a part of this management, the Service Delivery Manager is also responsible for providing high-level technical assistance to the team and ensuring service and support is provided to customers at agreed levels.
RESPONSIBILITIES:
• Manage the remote service team’s daily activities.
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Improve usage of IT Support resources and increase productivity of the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients, as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Understand overall service desk objectives, as well as the role and function of each team member.
• Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
• Assist the remote service team in design and development tasks.
• Mentor remote service team during technical escalations.
• Drive problem investigations and resolution as required.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully.
• Design and maintain process documentation for the remote service team.
• Manage the process of implementing change efficiently and effectively.
MUST HAVES:
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of IT applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6 - 12 months’ time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organization’s key IT services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide IT services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast-moving environment.
ELIGIBILITY:
• Looking for a Graduate/Postgraduate.
• 10+ years of related experience
• Experience with Managed Service Providers or MSP platform company’s
• Have Service Delivery exposure for US based customers
• Client relationship management exposure
• Knowledge in cross functional management methods and techniques
• Knowledge of IT applications, processes, software, and equipment
• Excellent Communication
• Problem solver
Our Culture and You:
What does the day in a life look like for the Service Delivery Manager? You come to work each day to an environment that promotes a community of collaboration and engagement. You work closely with a passionate and positive leadership team that is invested in your success. We work hard and have fun while dreaming big.
Our employees have indicated that with IT by Design, they find a home where their passion and career goals finally intersect for them to live a life full of purpose
💡 Quick Summary
Seeking a career-building opportunity? The Service Delivery Manager position is now open for candidates interested in the Delivery Boy Jobs sector. This role in Chandigarh offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Delivery Boy Jobs is a plus.