Services Delivery Manager

Location: 601, Ecostation Building, Sector V Saltlake, Kolkata, West Bengal, India
Date Posted: 02-26-2016
Services Delivery Manager

Client engagement
  • Act as the primary Point Of Contact for Clients - including any issue resolution, resource performance issues, additional workload discussions across all services being delivered to clients
  • Ensure timely response to all Client inquires
  • Monitor team performance against services being delivered and provide metrics to clients on service SLAs and projects
  • Prepare for and conduct quarterly performance review meeting with Client Manager. Address any action items coming out of it.
  • Work with Client to adjust workload and associated SLAs (this can include increase or reduction in application portfolio)
  • Become a subject matter expert in all services being delivered to clients. Have an in-depth understanding of the work being performed by the team.
  • Work closely with the client managers and SMEs to identify areas where Sath can provide additional services
  • Lead and support sales and proposal activities as required.
Resource Identification and on-boarding
  • Track and manage resource requirements for client engagements
  • Conduct phone, face-to-face and final interview for various positions. Participate in identifying and filling in open resource requirements
  • Lead and ensure team member on-boarding to Sath and other Client environments is completed in timely manner
  • Train and providing on-going mentoring to team members in various tools and processes used within Sath and Client environments.
Team Oversight
  • Manage projects and issues in Sath’s project management tools.
  • Ensure team members are following appropriate steps for managing deliverables and timesheets.
  • Ensure there is equal balance of workload with in the team. Work with the team member to assign or reassign work.
  • Monitor team member performance and provide on-going guidance. Document performance issues
  • Train other team members as needed.
  • Previous experience in managing a team of consultants or a team lead role in managed services industry a must.
  • Previous experience in IT security and IT auditing industry a must
  • Bachelor’s degree in computer science or MIS
  • 3-4 years experience needed.
  • Master’s degree in computer science, MIS or MBA is preferred
  • Proficient in various work management tools and technologies
  • Certifications such as ITIL, CISA, CISSP desired.
Baseline Expectations:
  • Lead the service team to deliver on schedule and accurately, earn trust and respect
  • Skills and knowledge of a Senior Analyst
  • Be responsible for delivering portfolio of services, application and projects
  • Build and deliver objective report of service and projects.
  • Get a clear understanding of what a customer’s wants, needs, pain points, priorities, urgencies and constraints.
  • Plan, schedule, delegate, follow up, tasks with the service team
  • Be accountable for teams delivery.
  • All successes and failures
  • Meet SLAs, milestones
  • Effectively communicate complex problems and solutions.
  • Be an expert in documentation
  • Provide feedback to team members and help them improve their skills
  • Mentor trainees, conduct training seminars
  • Demonstrable substantial and objective improvement in services
  • Create succession plan, ensure coverage for the entire team’s functions
  • Documentation, rotation, cross training
  • Create processes and plan that endure delivery without disruptions – leaves, absences, attritions.
  • Improve capabilities of team.
Above & Beyond:
  • Business Development
  • Directly contribute to growth of business
  • Marketing Activities
  • Presenting papers in industry publications and conferences
  • Design and implement innovative solutions, line of business
  • Fill in for Senior Manager from time to time.
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