Senior SDM

About this opportunity

Role - Service Delivery Manager This role will report to the Account Director and be responsible for effectively managing support services for a large enterprise account. This position will act as a single point of contact to the customer and team, and working at the customer office, will provide a consistently high level of service delivery on all customer projects and initiatives from a delivery management angle. Qualifications Graduate in Engineering, Sciences, or Business Postgraduate in Management preferred ITIL Certification strongly preferred Work experience • Experience of 12 years or above in IT consulting or services • Minimum experience of 5 years in a service delivery management role • Must have managed SAP projects or service delivery Success in this role is measured by such things as: Service Delivery Benchmarks (SLAs, Process Improvements, Client Escalations) Stakeholder Management and Relationship (Customer Feedback) Team Happiness Index (360degree feedback) CSAT Score People • Manage team proactively, guiding team members on processes and business • Onsite team management • Manage remote teams and offshore team • Define shift roaster and manage team in different shifts including 24X7 • Become single point of contact for the team members • Become communication bridge between team and customer • Review staffing requirements with RMG and make proactive hiring decisions, considering visa timelines • Represent Invenio with customer, vendors and other project team members • Display time management skills • Manage team turn-over, minimize regretted attrition, minimize transition impact Delivery • Manage Incident Resolution • Drive steering committee meetings at regular intervals • Drive fast decision making or escalate to appropriate levels for a proper action • Measure SLAs, Process improvements and review with customers/stakeholders • Manage SLA Adherence • Submit weekly, monthly reports to all stakeholders • Measure and report commercials and manage gross margin • Engage in tickets identification by processes, solution design, prioritize and resolve • Participate in meetings, distribute minutes and develop agenda for onsite and offshore teams • Manage, identify risks / issues, communicate in advance any infrastructure related issues • Initiate Customer Satisfaction survey as defined by the company • Bring efficiency in the processes and demonstrate the value to the customer • Awareness of business priorities and customer satisfaction levels; Intervening and escalating as appropriate • Daily meetings with customer team. Coordinating with weekly account level meetings • Escalation of potential service delays or issues to Customer • Ensure adequate knowledge transition of current work activities. • Identify and own requirements for change orders • Resolve customer escalations within the defined escalation matrix • Advise on the design, configuration changes for continuous improvement Processes • Define and enhance internal processes in the areas of incident management • Apply ITIL Process and lead the team in process compliance • Adherence to internal compliances and external compliances • Support internal and external process audits • Create quality awareness in the team and drive towards quality resolution of incidents