Service Delivery Manager

Roles and Responsibilities:

1. Excellent and clear written and spoken communication skills in English.
   
2. Acceptable presentation skills. Proficiency in using Outlook Word Excel and PowerPoint.
   
3. Managing support services request qualification and prioritise of support tickets.
   
4. Monitoring and management of the tickets SLAs escalations etc.
   
5. Handle multiple resource pools and optimal usage of available resources within the organization.
   
6. Prepare and maintain skill matrix within the available resources.
   
7. Identify freelancers and thirdparty vendors to meet demand surge of resources and mitigate skill shortage within the company.
   
8. Identify the strength and weakness of the resources and use them in situations accordingly.
   
9. Should be able to interact and engage with customers take feedback and ensure customer satisfaction.
   

Requirements

Skills Required:

1. Should have good understanding of ITIL standards for IT services delivery. ITIL certified shall be preferred.
   
2. Should have good understanding of help desk management monitoring & management tools.
   
3. Should have clear understanding of IT Infrastructure Networks Security Cloud and Data Management. May not be handson.
   
4. Skills in creation of dashboards and reports for customers.
   
5. Should have expertise in ONE technology area ( Like VM Ware Red Hat or Microsoft Data centre and understanding of Infra solutions)
   
6. Minimum experience of 7 years in managing IT services delivery teams in a Service Provider or multitenant domain
   

Benefits

Compensation : No bar for the right candidate