Service Delivery Manager

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

1015 years experience in Service Desk/PMO environment in a fastpaced though structured environment

SelfMotivator; 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.