Req. ID: POS00148
Location: Hyderabad
Qualifications
- Must have 10+ years IT experience.
- Should have Agile project execution methodology experience.
- Excellent Customer Facing skills.
- Telecom domain knowledge is a must.
- Preferably PMP/ PRINCE2 Foundation and Practitioner/ ITIL V3 Foundation Certified
- Expertise in working with Customers, including CXO’s, Program Managers, Technical Teams and various technology/service vendors for successful execution of multiple project streams in cross-cultural, multi-lingual and multi time zone environments.
Roles & Responsibilities
Service Management
- Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service
- Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
- Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
- Developing a deep understanding of projects to gain insights into the scope of service delivery
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
- Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
Performance and Quality Management
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
- Technical Perception
- Supervising desktop management teams to facilitate continual improvements in the desktop environment
- Collaborating with technical design teams to set standards for software, hardware, and security
- Making sure that anti-virus updates and patches are applied effectively and promptly
- Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
Meeting Support
- Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
- Educating departmental staff on the effective use of conference room technology
Service Delivery Manager Skills
- Proficiency in leading both physical and virtual teams
- Experience in dealing with third-party-provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of ITIL (Information Technology Infrastructure Library) principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
- Excellent verbal and written communication skills
