Service Delivery as per the contracted SLA
· Manage Critical Incident & drive to immediate closures with necessary intervention.
· Regular analysis of tickets. Derive & Drive SIPs on process, tools & automation
· Review availability, scalability & capacity planning of the project resources
· Effective Customer & stake holder management
· Build, Lead, Coach and develop technical teams, Get into necessary technical discussions & guide teams
· Review and control the vendor & subcontractor performance
· Meet Organizational performance matrices as per applicable policies, Perform & Participate in various quality & risk audit as per applicable compliances
· Participate & drive renewals. Extend support to pre-sales cases for business benefits. Win, manage & run inflight projects
· Minimum 10 years of Infrastructure Service delivery experience
· 5+ years of experience in leading team of Infrastructure Services Delivery
· Deliver as per SOW commitments, plan for SLA improvement
· Analysis of Incident/Problem & Change tickets
· Track open issues & risks to drive to closure
· Launch & drive Improvement Plan for various project enhancements – Process, tools & automation
· Drive Optimization Plan as per project requirements and expectations – Availability, Scalability & Capacity Planning of project resources with Change controls
· Knowledge of Operationalizing policies, procedures, MIS, Forecasting and Scheduling techniques.
· Recruit, train and develop technical and supervisory personnel
· Review Subcontractors & vendors – monitor & control the cost and quality of deliverables
· Excellent written and oral communication skills
· Excellent presentation skills
· Excellent negotiation skill, sales acumen
· Interface with Senior management and drive actions identified from time to time
· Strong people management and highly customer centric.
· Strong process orientation
· Hands-on management style with a strong emphasis on leadership by example and accountabi
|Experience||12 - 15 Years|
|Industry||Sales & Marketing / Business Development / Telecaller|
|Qualification||Other Bachelor Degree|
|Key Skills||Delivery Manager Delivery Executive Delivery Assistant|
|Contact Person||Mr. Vijay Venkatesh|
|Address||Door No 5/42, Second Cross Street, Navarathna Gardens|
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