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 :

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

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