Service Delivery Manager
Summary
Manages back-office operations and end-to-end managed services delivery for cloud services, meeting SLA, NPS, and CSAT targets while guiding shift managers across locations. Drives operational strategy, quality and performance management systems, MIS reporting, and process reengineering to ensure customer delight and cost control.
- Manage back-office operations, meet stringent SLAs, NPS and CSAT targets and should have worked on outcome-based revenue projects
- Provide support and guidance to Shift managers across different locations
- Should have managed the entire Managed Services unit with major focus on Managed Services customer delight and cost control
- Demonstrating thought leadership and lessons learnt from the other organizations as appropriate to ensure
- Develop comprehensive strategies, working with quality, sourcing, training and business operations
- Facilitate regular audits to detect any compliance or contractual breaches and encourage continuous improvement
- Should be responsible to drive business results by identifying best practices & process reengineering opportunities and implementing these across all teams
- Successful delivery of contracted services levels
- Leveraging business acumen, management experience, change management skills and domain expertise
- Set up quality and performance management systems
- Develop departmental goals for increased productivity, improved efficiencies, and enhanced patient service.
- Prepare and monitor MIS reports and business performance metrics pertaining to operations to discover insights that will support key business decisions.
- Manage end to end Operations
Requirements
- Proven experience as Managed Services Head in Cloud Services
- Knowledge of data analytics and reporting
- Good with numbers
- Outstanding communication and negotiation skills
- Excellent organizational and leadership ability
- BTech or MBA in IT or a similar field from a recognized institute.
- Minimum 5 years of relevant experience.
Benefits
We do not unfairly discriminate on any ground, including race, caste, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.
Competitive Salary
Better Growth
Work Life Balance