ITIL, Service Management, Agile
15+ Experienced Service delivery manager with exposure to Application Development programs with expertise in following:
Service Management - Maintaining high performance levels for service-related processes, SLAs, KPIs and implementing improvement activities wherever necessary
- Taking ownership of critical deliverables, 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 third-party as well as internal processes, and creating strategies for service delivery optimization
Performance and Quality Management - Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
- Providing accurate and regular reports to the management on performance of the service delivery
- Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
Service Delivery Manager Skills - Strong understanding of ITIL and IT Best Practices (ITIL Foundation certified)
- Accountable for the operational management of the enterprise Incident process
- Design and implement standardized incident process and workflows and ensure adherence to them.
- Establish service level measurements and KPIs to represent the health of the Incident process.
- Coordinate the actions of other IT resources as necessary to ensure proper analysis and resolution actions for incidents
- Defines Incident prioritization guidelines and communication templates
- Identifies opportunities and trends for continuous improvements with the Incident process
- Proficiency in leading both physical and virtual teams
- Experience in dealing with third party-provided services
- Operational ability in a diverse, large-scale environment
- Exceptional customer-facing skills
- In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
- Mastery of PMP and Scrum principles
- Expertise in people management and leadership
- Strong organizational skills
- Capacity to train and guide junior team members
- Ability to manage and prioritize tasks efficiently
- Solid resource planning and problem-solving skills
- Readiness to demonstrate a proactive attitude
Excellent verbal and written communication skills •
Last updated on Mar 22, 2023