Project Manager

Aforeserve; Dadri; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Aforeserve in India is seeking a Service Delivery Manager to oversee IT service delivery across the country, coordinating with customer IT teams, site engineers, and business units to ensure uptime and SLA compliance.

You will drive major incident management with ITIL-aligned processes, lead automation initiatives to reduce repetitive calls, mentor the help desk staff, and report progress through monthly and quarterly reviews.

Responsibilities

• Review service performance with service desk and site support engineers on weekly basis and provide service improvement program to Customer.
• Act as SPOC for Customer IT management for all service-related issue.
• Make sure VVIP, VIP and Major Incidents are being handled for timely closer with proper update and Communication.
• Lead and Drive all Major Incidents till closure, along with Customer IT Infra and Application team
• To organize resources required to provide services as per the SLA of this agreement.
• Lead Automation initiatives to reduce the repetitive calls and enable self-service.
• Ensure all services are driven by ITIL process
• Interlock with Location IT owner from Customer End, Branch commercial Head and IT managers of Plants, for health of smooth operations Delivery at these locations.
• Ensure preparation of process document and thereafter implementation of these processes for all services covered in the agreement.
• Identify training needs for the Desktop and Helpdesk team and ensure that trainings are carried out to meet the quality service requirement of Customer.
• To manage the service delivery team, consisting of help desk/ engineers/ senior engineers across the country to ensure uptime & availability commitment.
• Weekly review with Customer IT team
• 12 Monthly review with Customer IT Management team along with management.
• Quarterly review with governance team at both Customer and PARTNER management.
• Drive continuous service improvements, service desk efficiency and automate services as much as possible
• Prepare monthly and quarterly MIS report that covers program status, services availability, SLAs, Improvements, Issues etc.
• Implement ITSM best practices.
• Ensure team is motivated and working in accordance with Customer policies and procedures.
• Regular touch with business for improvement / enhancement in services from infra to SAP to non-SAP.
• Timely availability of resources in case someone goes absent / abnormal scenario.
• Besides planned activities should be able to manage unplanned activities.
• To build / train team in such a manner that second-in-line is always available at key positions.

Job description

1. Review service performance with service desk and site support engineers on weekly basis and provide service improvement program to Customer.
2. Act as SPOC for Customer IT management for all service-related issue.
3. Make sure VVIP, VIP and Major Incidents are being handled for timely closer with proper update and Communication.
4. Lead and Drive all Major Incidents till closure, along with Customer IT Infra and Application team
5. To organize resources required to provide services as per the SLA of this agreement.
6. Lead Automation initiatives to reduce the repetitive calls and enable self-service.
7. Ensure all services are driven by ITIL process
8. Interlock with Location IT owner from Customer End, Branch commercial Head and IT managers of Plants, for health of smooth operations Delivery at these locations.
9. Ensure preparation of process document and thereafter implementation of these processes for all services covered in the agreement.
10. Identify training needs for the Desktop and Helpdesk team and ensure that trainings are carried out to meet the quality service requirement of Customer.
11. To manage the service delivery team, consisting of help desk/ engineers/ senior engineers across the country to ensure uptime & availability commitment.
12. Weekly review with Customer IT team
13. 12 Monthly review with Customer IT Management team along with management.
14. Quarterly review with governance team at both Customer and PARTNER management.
15. Drive continuous service improvements, service desk efficiency and automate services as much as possible
16. Prepare monthly and quarterly MIS report that covers program status, services availability, SLAs, Improvements, Issues etc.
17. Implement ITSM best practices.
18. Ensure team is motivated and working in accordance with Customer policies and procedures.
19. Regular touch with business for improvement / enhancement in services from infra to SAP to non-SAP.
20. Timely availability of resources in case someone goes absent / abnormal scenario.
21. Besides planned activities should be able to manage unplanned activities.
22. To build / train team in such a manner that second-in-line is always available at key positions.