Industry Type:
HR / Staffing
Job Detail:
A Senior Service Delivery Leader is responsible for making sure that integrated delivery of all services in an account are being seamlessly delivered to the clients of an organization. The role needs to ensure that the outcome of various projects in the account are aligned to the overall customer objective They oversee a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, governance and managing budgets. A program manager plays a vital role in boosting the customer experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.
Typically involved overseeing a range of functions to facilitate the delivery of superior services to the customers.
One of the key responsibilities is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
Expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
Responsibilities
- Monitoring and managing delivery KPIs 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 internal processes, and creating strategies for service delivery optimization
- Recommending methods of improvement and seeing that actions are implemented on time for service delivery improvements.
- Providing accurate and regular reports to the management on performance of the service delivery
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
- Running and managing action points in governance meetings
- Capturing and showcasing value events in service delivery
- Managing and updating risk register for customer account
- Updating and managing the project documentation as specified in delivery management framework.
- Work with customer stakeholders to generate business leads and handover to sales team for closure.
- Assessing customer feedback and using their expertise to establish, improve, and refine services.
- Building partnerships and liaising with team leaders to determine the companys services, delivery criteria, and solutions for issues that may arise.
- Determining ways to reduce costs without sacrificing customer satisfaction.
- Manage project finance and budget.
Essentials
- Minimum of 18 years of overall experience in service delivery – Infrastructure or Application Services
- Working with BFSI customer is MANDATORY
- Experienced in ITSM environment.
- Proficiency in leading both physical and virtual teams
- Operational ability in a large -RTB/BAU
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
- Expertise in people management and leadership
