Senior - TechOps Service Delivery Management

EY; Ernakulam; In loco; INR 1.500.000 - 2.100.000; Tempo pieno

Descrizione del lavoro

EY in Kerala, India seeks a Service Delivery Manager to oversee client service delivery, lead a delivery team, and drive process improvements. The role requires coordinating with IT, operations, and sales to ensure on-time, on-budget services and high customer satisfaction.

The ideal candidate has cloud experience, strong communication, and familiarity with ITIL and SLA management. Willingness to work in shifts and handle on-call support is preferred.

Competenze

• Experience delivering cloud-based solutions with strong client focus.
• Ability to manage service delivery teams and budgets.
• Proven communication and stakeholder management skills.
• Knowledge of ITIL practices and service level management.
• Willingness to work in shifts and on-call when required.

Mansioni

• Oversee delivery of services to clients to meet quality and timelines.
• Build and maintain strong client relationships and satisfaction.
• Lead and manage a service delivery team with guidance and performance management.
• Identify process improvements to boost efficiency and outcomes.
• Monitor KPIs, prepare management reports, and highlight improvement areas.
• Identify risks and implement mitigation strategies.
• Collaborate with sales, operations and IT for seamless delivery.
• Review SOWs and propose changes to the engagement manager.
• Triaging incoming tickets and ensuring SLA adherence.
• Ensure compliance with Infosec and DR/BCP readiness.
• Plan staff training on new technologies and onboarding new members.
• Ensure project scope aligns with budget and business needs.

Conoscenze

Cloud platforms

MVC architecture

Java framework

SQL Server

ITIL processes

Communication skills

Strumenti

Jira

Confluence

Flutter

Node.js

MariaDB

Descrizione del lavoro

Job Summary

TechOps_DE_SDM_Senior3

Opportunity for Service Delivery Manager.

Your Key Responsibilities

• Service Management: Oversee the delivery of services to clients, ensuring that they meet quality standards and are delivered on time and within budget.
• Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring satisfaction with services provided.
• Team Leadership: Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.
• Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.
• Reporting and Analysis: Monitor service delivery metrics and prepare reports for senior management, highlighting performance against KPIs and areas for improvement.
• Risk Management: Identify potential risks in service delivery and develop mitigation strategies to minimize impact on clients and the organization.
• Collaboration: Work closely with other departments, such as sales, operations, and IT, to ensure seamless service delivery and client satisfaction.
• Reviews SOW and suggests changes to the engagement manager
• Manage incoming tickets triage & SLAs
• Accountable for adherence to Infosec requirements
• Accountable for DR/BCP Readiness
• Ownership of adherence in line with agreed SOW, in line with security policies, cost & schedule
• Plans for training of staff on new technologies & new staff members
• Ensure that scope and business needs of project meet the budget
• Monitor customer satisfaction metrics on a regular basis, ensuring that client expectations are met
• Analyse trends, Facilitate and work with the project team on creating solutions to improve customer satisfaction
• Respond to out of hours support planned & adhoc
• Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
• Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and attributes for success

• At least one year of experience with managing solutions based on Cloud (must have)
• General working knowledge with the Microsoft Azure or AWS or Google Cloud Platform
• Familiarity with the Java framework, SQL Server and design/architectural patterns (e.g. Model-View-Controller (MVC))
• Excellent troubleshooting and communication skills
• Attention to detail
• Should have understanding and experience of software development best practices.
• Familiarity with ITIL Process
• Excellent business communication skills
• Education in Information Technology or equivalent working experience
• Have exposure to working in shifts and on-call support.

Ideally, youll also

• Jira
• Confluence
• Flutter
• Node.js
• Maria DB

What we look for

• Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and team members