Job Title : Service Delivery Manager-PM
Experience : 10 Years
Location : Hyderabad / Bangalore / Vizag / Kolhapur
Shift Time : Mostly it will be from 10 AM to 7 PM IST
10+ years in IT industry, min 3+ years proven experience as Service Delivery Manager.
Accountable for achievement of all client KPI's and contractual obligations, responsible for the overall performance.
Management overall daily volume of requests and ticket management to ensure service level standards are met.
Responsible for handling escalated situations in which additional oversight and assistance is required.
Provide Daily and Adhoc status reports and Tracker.
Provides daily management support to fellow Service Delivery Managers including appropriate mentoring, coaching, team building and retention initiatives.
Manages the overall daily volume of requests for the client(s) while ensuring service level standards are met.
Creates and maintains up to date Service Delivery policies and procedures.
Provides coaching and counseling to his / her team members
Handles escalated customer service issues.