We are looking for a dedicated Service Delivery Manager who will be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The main tasks of a service delivery manager include managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.
You should demonstrate solid managerial and analytical skills, exhibit strong business acumen, as well as a commitment to productivity.
Responsibilities:
- Maintain positive relationships with clients
- Identify customer needs and oversee service delivery within the business context.
- Lead the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.
- Manage finances and budgets.
- Determining ways to reduce costs without sacrificing customer satisfaction.
- Assessing customer feedback and using your creativity to establish, improve, and refine services.
- Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
- Streamline alignment and efficient information sharing between Delivery, Sales, and HR on Utilisation, Hiring Requirement (Backlog, Priority, ETA), and Project Pipeline
- Manage contracts with vendors and suppliers by assigning tasks and communicating expected deliverables
Requirements:
- Strong customer service, project management, and quality control skills
- Excellent leadership and customer service skills
- Strong teamwork skills and attention to detail
- Understanding of Project Management processes, strategies and methods
- Experience in mentoring, coaching, and developing rising talent in the technology department
- Experience in budgeting and managing project costs
- Strong sense of personal accountability regarding decision-making and supervising department teams
- Experience working in a high-level collaborative environment and promoting a teamwork mentality
- Experience in risk management, risk planning, risk response, mitigation, contingency, and controlling risks
- Managerial experience applying analytical/critical thinking and problem-solving skills
- Ability to predict challenges and seek to proactively head off obstacles
- Knowledge in design, development, implementation of technologies like .NET/Java/any open-source and have interest in new technologies like Cloud/AI/Analytics/Blockchain
- Exposure to AWS, dev-ops and CI-CD will be an added advantage
Location: Kolkata