Service Delivery Manager 12-19 Yr Exp – Delivery Manager Job Bengaluru / Bangalore, Delhi

Understand the suite of offerings and services provided to customers with focus on SLAs, processes unique to each customer and in-flight projects and actions currently underway.

Develop and maintain excellent relations with key service managers and stakeholders in the customer organizations

Ensure internal delivery organizations show 100% adherence to customer processes and delivery timelines.

Chair daily calls to co-ordinate open issues and next steps with the ability to track and report across multiple customers of varying s from SMB to entreprise.

Complete ownership of the incident and change management process for each individual customer as well as internal organization.

Drive adherence to processes and tools, create/implement/improve processes, where found deficient or missing.

Generate and circulate appropriate reporting which indicates status on open actions, SLA adherence and other areas of interest to customer/internal organization.

Respond to customer queries, escalations and handle them on time. Act as bridge as well as foil between customer and internal teams.

Take ownership of smaller operational projects and ensure that they are delivered as per process, on time and communicated well to the customer.

Participate/take ownership of providing responses to RFP/RFI as and when received from new/existing customers.

Own the resource allocation towards projects/customers and work with technical tower leads to identify resourcing gaps or over-allocation.

Provide inputs to customer billing through effective use of timesheets.

Act as a central point of contact for information flow for both customer and internal management and technical teams while handling significant customer outages. Chair the incident call from provider end.

Work closely with on-shore account managers, SDMs and sales teams to direct internal team resources to maximize customer value.

Develop in co-ordination with management and sales organization, new service and product offerings and bring them to a shape where it is in a Go-To Market shape.