Service Delivery Manager

Hitachi Systems India is Hiring for SDM

Location- Gurgaon (WFO)

(Responsibilities + KRAs)

Service Management

• Responsible for Service Delivery for the customer in line with the agreed statement of work (SOW) and Service levels (SLA/s), as per the contract.
• Responsible to manage systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
• Maintain high performing service support functions including and IT Infrastructure Support.
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these 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.
• Responsible and accountable for the coordinated management of multiple projects incorporating strategic business direction and cost-effective organizational objectives.
• 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 third-party service review meetings covering performance, service improvements, quality and processes.

Meeting Support

• Organize internal and client facing leadership and governance review meetings to ensure effective service delivery.
• Publish/establish timely metrics and dashboards to report status accurately to all stakeholders and Senior Leadership Teams.
• Extensive organizational initiatives such as People Management, People Development and Training.

Technical

• Responsible to assist teams and provide solutions at a technical level to resolve complex issues.
• Responsible to manage systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery.
• Ensure that Customer Compliance & Process are adhered promptly and effectively.
• Work with the Technical Design & Projects team for any new service implementations.

Performance & Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments.

Qualities and Skills required Essential

• Able to demonstrate the ability to undertake the above responsibilities.
• An ITIL Qualified or Trained personnel keeping passion for Service Delivery Management.
• Experienced Service Management professional.
• Previous experience as a Team Lead or demonstrable experience in leading Infrastructure Support/ technical teams.
• 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 & Willingness to support and mentor junior staff.
• 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.
• Self-motivation and able to take responsibility.