Service Delivery Manager

This role is responsible for delivery excellence of all support towers, customer relationship management, client care, and P&L responsibility. This position holds the responsibility for building relationship through open and honest communication.

Responsibilities

• Have the ability to provide comprehensive status reporting to the customer and NSC Global leadership team.
• Will need to ensure delivery teams meet or exceed all Service Level Agreements and develop and monitor performance objectives for all direct employees.
• Will need the understanding and ability to create financial forecasts and work with the finance group to ensure revenue and profit targets are met.
• Complete billing responsibilities in a timely manner and lead collective activities as necessary
• To coordinate all resources of the tower (including off-shore) · To orchestrate end-to-end-services for the involved towers (top of stack) · Manage the cooperation between Towers to ensure usage of standard methods and tools wherever applicable · Ensure that account specific processes are applied at all relevant scope · Evaluate and manage service requests · To drive completion of service acceptance, technical assurance and handover processes
• Being the SPOC in case of escalations & major incidents · Act as the next level of escalation for tower specific technical teams for all service mgmt. processes · Ensure that the Root Cause Analysis for the tower specific services are performed · Raise problem records whenever identified · Raise request for changes, assess prepare, present the change in the CAB to get the approval · Identify and manage all required resources for change planning and execution (including testing, approval and back out plans) · Ensure the quality of asset management requirements in the respective towers · Ensure the CAP planning of the account in the tower on the component level and provision to Manager Qualifications · College/University degree in IT or 5 - 7 years of equivalent working experiences · Portal, virtualization, application database or hardware knowledge · Solution Architect 3 -5 years, ITIL Foundations, Project Management · CRM Experience · Experience in Hardware and Software Migration is an asset · To act as single interface to all delivery Towers · To implement relevant policies and standards including compliance against security policies · Act as a safeguard so that operating tasks are successfully managed along the contract lifecycle phases · To attend or host service reviews and undertake the appropriate actions · To create or validate solution parts for limited up-selling (within the dedicated scope) · To gain understanding of client, contract, business context, and priorities of account · Ensure that the defined processes defined are being followed within the towers