Job Summary
Our BPO client is looking for Service Delivery candidates:
Basic Function: This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams
Essential Functions
- Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective
- IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
- Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.
- Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
- Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
- Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
- Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.
Work Experience Requirements
- Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats)
Willingness to work in a 24 x 7 environment
Education Requirements
Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP
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