Service Delivery Manager / Operations Head

Job Description

Description and Requirements

• Education: A bachelor's degree or equivalent is preferred.
• Experience: 10-12 years working experience 3 -5 Years customer services
• Excellent command over verbal & written English Language
• Experience with ticketing tools
• Skilled in Excel
• Persistent, detail-oriented, able to multitask

Job Deliverables:

• Monitoring and managing desktop support,desk, and VIP support functions to ensure optimal service
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of projects to gain insights into the scope of service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on the performance of the service delivery
• Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
• Supervising desktop management teams to facilitate continual improvements in the desktop environment
• Collaborating with technical design teams to set standards for software, hardware, and security
• Making sure that anti-virus updates and patches are applied effectively and promptly
• Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles
• Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems
• Educating departmental staff on the effective use of conference room technology
• Working on escalations from the customers'gg supporting teams, as well as specific cases identified by the Premier Technical Support Team and Technical Account Managers
• Coordinates with on-site facilities and technical contacts regarding readiness and delivery issues
• Invoicing the customer and vendor for services delivered
• Develop knowledge of Lenovo product range and internal processes, identify tools and automation opportunities to improve productivity
• Ensure customer satisfaction at all times
• Processing Orders for New devices, re-deploying devices
• Prepare documentation to record and track SLA performance and other reporting requirements
• Provides technical feedback on process issues to improve overall service delivery

Requirements also include:

• Proficiency in leading both physical and virtual teams
• Experience in dealing with third-party-provided services
• Operational ability in a diverse, large-scale environment
• Exceptional customer-facing skills
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
• Mastery of ITIL (Information Technology Infrastructure Library) principles
• Expertise in people management and leadership
• Strong organizational skills
• Capacity to train and guide junior team members
• Ability to manage and prioritize tasks efficiently
• Solid resource planning and problem-solving
• Readiness to demonstrate a proactive attitude
• Excellent verbal and written communication skills
• Must be self-motivated, work well in a geographically dispersed, collaborative team environment, must exhibit a positive and professional attitude, and pay attention to detail.
• Project management skills, including execution of tasks, while managing risk and ensuring on-time delivery.
• Hands-on Operational Engagement
• Collaboration and Influence a must
• Ability to Drive, Lead, and Follow all at once
• Strong in people & process management, process-driven and result-oriented.
• Responsible to drive, meet and exceed the agreed KPIs with customers, publishing dashboards, analytics, reducing process gaps, process re-engineering, and process quality
• Drive Ops excellence, focus on BMS, Cost/CX/KPI improvement
• Support local initiatives to drive performance improvement
• Provide quality response to all requests from India / AP Service management.
• Maintain and deliver a functional roadmap for the assigned portion of the business
• Analyze root cause for delayed/failed deliverables and drive cross function team for serviceability improvement.
• process optimization and efficiency improvement
• Must possess the initiative and drive to gain a broader knowledge of the ASD deliverables

This is a 6 days work week role.