Service Delivery Manager

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We at LTI Mindtree hiring for Service Delivery Manager

Education : Bachelors / Master's Degree in Computer Science or equivalent

Minimum Experience : 8-16 years

Notice Period : Immediate Joiners to 30 days

Location : Mumbai

Shift : Second shift (till 11PM IST)

Mandatory Skills : Stakeholder Management, Benefits Management, Pursuit / Proposal Management, Risk / Crisis Management, Project Governance, Account Management & Mining

Job Summary : The Service Delivery Manager will oversee the support team to ensure adherence to Service Level Agreements SLAs manage reporting and escalations and minimize backlog for tickets problems and tasks

Key Responsibilities :

Lead and manage the support team to deliver highquality service and meet SLAs

Develop and implement strategies to reduce backlog and improve ticket resolution times

Monitor and analyze service performance metrics generating regular reports for senior management

Handle escalations promptly and effectively ensuring timely resolution of issues

Collaborate with clients to understand their needs and ensure service delivery aligns with their expectations

Conduct regular team meetings to review performance address challenges and plan improvements

Ensure compliance with company policies procedures and industry standards

Identify areas for process improvement and implement best practices

Provide training and development opportunities for support team members

Maintain strong relationships with clients stakeholders and team members

Manage resources budgets and timelines to ensure successful service delivery

Develop and maintain documentation for service delivery processes and procedures

Coordinate with other departments to ensure seamless service delivery

Foster a culture of continuous improvement within the support team

Ensure accurate and timely communication with clients regarding service issues and updates

Track and report on key performance indicators KPIs related to service delivery

Implement tools and technologies to enhance service delivery efficiency

Conduct regular performance reviews and provide feedback to team members

Stay updated on industry trends and best practices in service delivery management

Ensure a proactive approach to problem solving and issue resolution

Qualifications :

Bachelors degree in Business IT or a related field

Proven experience in service delivery management or a similar role

Strong leadership communication and problem solving skills

Interested candidate pls share below details with update resume at surbhi.ojha@ltimindtree.com

Overall Experience-

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