Service Delivery Manager

Posted: 10 months ago

115060 - Service Delivery Manager (Microsoft Technology Stack)
Farmington, CT
Full-Time Positions - Looking For USC / GC (Open To H1B who can join on Receipt Notice)
Annual Salary: $170,000 + Standard LTI Benefits
Reply With Skill Set Required for this Role with an Updated Resume which states all the skills/tools/experience only as and when applicable.

Required Skills / Experience / Tools:
Should have worked on Microsoft Technology Stack (Required)
Experience in end to end implementation of projects using Microsoft Technology
Extensive experience in maintenance and support activities
Knowledge of MS Dynamics or any CRM related implementation is required
Knowledge of global template implementation, rollout and support is required
Should have handled support and maintenance activities in different region like EMEA, ASIAP and AMERICA
Should have experience working with offshore team and managing team from different locations
Should take end to end responsibility of project activities

Job Description:
" Orchestrate end to end services for the Organization
" Member of the Account Service Team, he is the single interface to the SDM for the client, wherever the services are run onshore offshore. Whenever part of service is off shored or run in different countries, he is the single point of contact for the SDM and coordinates the resources of the tower in all countries
" Maintain, develop and enhance the relationship with Service Managers SDM to ensure the service provided is of a suitably high standard. They should also identify any weaknesses within our delivery model and work with the Delivery teams and or the account management team to remedy
" To provide a central and focused point of contact for Service management issues, questions and escalations and coordinate a tower response
" To deliver a fully managed service against ITIL methodologies and standards for a set of designated accounts
" To act as the interface between the account management and the delivery teams involved in delivering service within the tower
" To continually review delivery and highlight any inefficiencies with account management and or delivery teams where operational costs can be reduced and efficiencies made
" To report and ensure delivery on key performance indicators, targets and objectives within the pre-defined target areas
" Ensure that critical operating tasks though the contract lifecycle are managed to be 100 successful through the implementation of the relevant policies and standards
" To maintain an effective understanding of the customer s business, business requirements, IT needs and how IT can support and enhance their business
" To attend and document any Service review meetings effectively, as well as feeding back information and any issues to the Team Lead for action
" Be responsible for Continuous Service Improvement Plans for designated customers. If the plan owned by the account management team input should be provided to the central plan
" Be responsible for the risk register for designated customers. If the plan owned by the account management team then input should be provided to the central plan
" Be responsible for Service Acceptance within the tower for incremental and new customers work into support ensuring that the environments have been built to standard and delivery teams have the ability, skills and capacity to support the new infrastructure
" To fully understand the project pipeline, delivery timelines and impact for the Tower for assigned accounts
" Form part of the routine project and transition review meetings to reduce and mitigate risk around not following or partially following the Service Acceptance process
" Ensure all changes are approved and the impact to the customer and service has been fully considered making sure no residual incidents occur as a result of poorly managed or failed changes
" Provide a technical escalation path for Service issues within and outside of office hours for the tower
" Attend management and operational meetings as required
" Manage out of hours work requirements working with the impacted Team Leader to arrange resourcing
" Provide accurate and timely KPI and Operational reporting as and when required
" Act as an escalation point for project delivery issues. Short term objectives
" Develop standardization and automation on account
" Deliver to SL
" Boost right shoring
" Migration of services Performance tracking
" Cost vs budget
" SLA achievement
" Tower KPI
" CSAT Customer Satisfaction
" Drive Full offshoring