ITSM Service Delivery Manager for SRE Team

Description

The Role : Service Delivery Manager

The Location : Hyderabad, India

The Team :

The SPGI Ratings SRE Service Delivery Manager (SDM) role has process oversight, governance and execution management of the ITSM framework within the division.  SDMs play a pivotal role in optimizing service delivery, client satisfaction, and overall operational excellence. The goal would be to have them work collaboratively with our internal towers, customers, and our value stream leads.

The Impact :

A Service Delivery Manager plays a crucial role in ensuring smooth service operations and maintaining customer satisfaction.

• Client Satisfaction : Service delivery managers focus on meeting client expectations, resolving issues, and ensuring services aligned with agreed-upon service level agreements (SLAs) and operational level agreements where applicable. The Service Delivery Manager will build strong relationships with our internal clients, ensuring their needs are understood and met. They act as a bridge between technology and our internal clients, fostering trust and communication.
• Relationship Management : They handle client relationships, coordinate project teams where needed, and work with technology services.
• Continuous Improvement : Service delivery managers help identify improvement initiatives, help resolve customer issues promptly, and collaborate with other groups in SRE for seamless service delivery.

What’s in it for you :

Responsibilities :

Gathering and understanding customer requirements / SLA’s and communicating to Ratings Services owners in a regular interval.

What We’re Looking For :

Basic Qualifications :

Preferred Qualifications :