Our client, one of the top global technology brand, is seeking Service Delivery Manager to join their Pune, India based office. This is a permanent role that pays a very competitive salary.

Role Description

• Setup/establish the support process for new Managed Service clients: Work directly with new clients to establish/draft the following:

• • • Budget, Resource Assignments (Functional and Technical, Offshore and Onshore), and Schedules
    • On-Boarding Process
    • Support Process and SLA
    • Communication/Reporting Strategy
    • Patching/Update, Testing, and Instance Management Strategies
    • Change Management Policy
    • Security Policy
    • Customer Portal
• Manage Accounts (when assigned)

• • Responsible for ensuring overall customer service
  • Responsible for project budgeting, resource planning/forecasting and time & expense approvals
  • Responsible for the preparation of and delivery all ongoing reports presented to the business (status, incident, etc.)
  • Lead support team status calls, status meetings with business, and executive overview presentations with management
  • Monitor all support activities; ensuring timely response to all reported issues, prioritization and assignment of resources to address issues
  • Responsible for the management of SEV1 issue resolution
  • Monitor all implementations, updates, and coordinate downtimes
  • Ensure ongoing management of and adherence to the following:

• • • Resource Assignments (Functional and Technical, Offshore and Onshore), and Schedules
    • Onboarding Process
    • Customer Portal
    • Support Process and SLA
    • Communication/Reporting Strategy
    • Patching/Update, Testing, and Instance Management Strategies
    • Change Management Policy
    • Security Policy
• Work closely with the practice leadership

• • Attend status meetings and provide deliverables as needed for:

• • • Resource forecasting – submit a team forecast on a monthly basis
    • Resource meetings – coordinate resource assignments across multiple clients, and project-based assignments vs. managed service assignments
    • Internal project status meetings – discuss account management and process improvement opportunities

• • Assist with and participate in the hiring process
  • Assist with driving the growth of the Managed services client base

• • • Identify new projects and/or managed service opportunities within existing client base
    • Identify project work, define the scope and provide estimates
    • Participate in and support the sales and proposal process

If you’re interested in this role, forward an up-to-date copy of your CV to cv@ibuconsulting.com or apply online