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Intertec Systems - Manager - Service Delivery

Intertec Systems - Manager - Service Delivery

Intertec SystemsBangalore, India
18 days ago
Job description

EXPERIENCE : 10- 14 Years

CERTIFICATIONS : MANDATORY (CAPM / PMP / PRINCE2); DESIRABLE (AGILE, SCRUM)

MANDATORY TRAININGS ATTENDED : Risk Management, EPM, Project Planners, ITSM

REPORTING TO : Director

Key (INCLUDES TASKS AND AUTHORITIES) :

Service Delivery Management :

  • Oversee the end-to-end delivery of Microsoft Dynamics 365 solutions, ensuring projects are completed on time, within scope, and budget.
  • Establish and maintain service level agreements (SLAs) and key performance indicators (KPIs) to track service quality and client satisfaction.
  • Continuously monitor and improve delivery processes to optimize efficiency and performance.

Team Leadership And Coordination :

  • Lead cross-functional teams, including project managers, consultants, developers, and support staff, to deliver Dynamics 365 solutions.
  • Provide guidance, mentorship, and performance management for team members to achieve high standards of service.
  • Coordinate resource allocation and resolve conflicts to meet project and support goals.

    • Client Relationship Management :

  • Serve as the primary point of contact for clients, building strong relationships and ensuring their needs are met.
  • Conduct regular client reviews, addressing concerns, gathering feedback, and identifying opportunities for additional services or solutions.
  • Act as a trusted advisor by understanding the clients business processes and providing strategic recommendations.

    • Project And Risk Management :

  • Oversee project planning, scheduling, and execution, ensuring alignment with business objectives.
  • Identify potential risks and develop mitigation plans to address them proactively.
  • Ensure proper documentation of project progress, changes, and final outcomes.

    • Technical Expertise :

    Stay updated with the latest Dynamics 365 features, updates, and industry best practices.

  • Collaborate with technical teams to ensure the solution architecture aligns with the clients business requirements.
  • Drive innovation by recommending new features or enhancements to existing systems.

    • Financial Management :

  • Manage project budgets, monitor costs, and ensure financial performance aligns with expectations.
  • Prepare financial reports and forecasts for senior management and stakeholders.
  • 10+ years of experience in IT service delivery or project management, with at least 8 years managing Microsoft Dynamics 365 implementations or support.
  • Demonstrated expertise in Dynamics 365 modules (e.

    • Analytical and problem-solving skills with attention to detail.

    Familiarity with Microsoft Azure, Power Platform, and related Microsoft dynamics technologies.

    Desired Skills and Experience :

    ITIL Framework, Vendor Management, Customer Relationship Management (CRM), Financial Budgeting and Forecasting, Stakeholder Communication, Azure, Microsoft Dynamics, Power Platform

    (ref : iimjobs.com)

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    Service Delivery Manager • Bangalore, India