Service Delivery Manager

Job Description

• 12+ years' experience in information technology includes experience as SDM with integration background.
• Experience in handling end to end Managed services programs, digital transformation programs and App development
• Experience in Fixed price programs and multi-SL programs
• Establishing and maintaining strong relationships with internal and external stakeholders
• Experience in working with and influencing senior client stakeholder conversations
• Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders.
• Ensure high level of customer satisfaction and service, effectively coordinating the support operations.
• Lead team of technical and support specialists, monitor and report service SLAs and metrics and establish high performing governance model
• Managing the service delivery schedules and accountable for SLA achievement. Primary focal point for issues associated with SLA activity
• Provide guidance to the team and establish operational best practices
• Manage program and project teams for optimal ROI, and coordinate and delegate cross-project initiatives.
• Identify key requirements needed from cross-functional teams and external vendor.
• Develop and manage budget for projects and deliver established business goals objectives.
• Work with other program managers to identify risks and opportunities across multiple projects.