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Service Delivery Manager - Change/Problem Management

5.00 to 7.00 Years   Mumbai City   16 Aug, 2023
BOYEN HADDIN CONSULTING AND TECHNOLOGY PRIVATE LIMITED
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT Services & Consulting
Functional AreaNetwork / System Administration
EmploymentTypeFull-time

Job Description

    Required Skills : SDM, ITIL processes, BI and Analytics areas : QlickView, DataStage and/or Informatica ETL. - 15+ years of relevant experience working as a Service Delivery Manager in the IT industry. - Must have good understanding of the ITIL processes (Incident / request handling, approval process, Change and Problem Management, Governance & Reporting) - Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines - Excellent leadership and people management skills - Excellent written and verbal communication skills - Excellent customer facing/customer service skills - Able to demonstrate a high degree of flexibility including shift and out of hours working Required Technical Skills : - Strong understanding or hands-on experience in any Tier 2 BI and Analytics- areas QlikView, DataStage and/or Informatica ETL, Caspian or other Datalakes - Must have handled/managed production support of such BI analytics systems serving multiple regions with geographically dispersed teams Roles & Responsibilities - Take complete control/ownership for Incident, Request, Change and Escalation processes. - Ensure high levels of performance in the above processes, accurate reporting and establishing service improvement activities when required - As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review - Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed - Champion Service and Support in projects and developing a strong understanding of projects impacting the service area and ensuring service impact is minimized and agreed - Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems - Drive internal and client review meetings covering performance, service improvements, quality and processes. - To architect, design and develop [through team] solution for product/sustenance delivery. - To ensure knowledge up-gradation and work with new technologies so that the solution is current and meets quality standards and the client requirements. - To gather specifications and deliver solutions to the client organization based on an understanding of a domain or technology. - To train and develop a team so as to ensure that there is an adequate supply of trained manpower in the said technology and delivery risks are mitigated. Role: Network Manager / Administrator Industry Type: IT Services & Consulting Department: Engineering - Hardware & Networks Employment Type: Full Time, Permanent Role Category: IT Network

Keyskills :
delivery operationsproblemmanagementtroubleshooting

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