Service Deliver Manager
SA Technologies
Pune City, Maharashtra, India
4d ago

Purpose

Review portfolio of services periodically; ensure quality of services.

Critical Drivers for Success

critical factor or activity required for ensuring the success of a role)

Should manage and monitor services based on KPIs and SLAs and also can perform service review meetings

Span of Control (No. of Subordinates; Direct and Indirect) :

External Stakeholders involved :

VW group customers and Strategic Partners

Internal Stakeholders involved :

VWITS Management and shared services from VWIPL

Areas of Responsibility : (Tick whichever is applicable for Project)

Service Portfolio Management

A : Should understand complete customer business process and scope of service support. Should have complete understanding of service portfolio.

B. Knows and reviews project-specific operational concepts and can also help in implementing operating concepts with service support processes.

Periodically reviews application support processes and standards (ITIL, etc.) .

C. Should know contacts, escalation procedures and mechanisms of operating trasfer processes & reviews it periodically (escalation management)

D : Should ensure Incidents, Problems, Change and configuration Management by adhering to the customer specific SLA and KPI.

E : Ensure service related documentation is accurate and kept up-to-date at all times (knowledge management).

F : Should have done the planning & management of transition for multiple applications (new services set ups)

Quality Management

A. Should apply quality standards and comply with them and also develop ideas of improving quality processes.

B. Can use the tools for continous quality improvement process and ensure compliance with VW statutory and internal regualtions.

C. Should always strive for continous service improvements

D. Ensure support in project audits & there is no compliance issue

Team Management

Team Management & Mentoring

a. Develop a culture of no follow ups to tasks / actions.

b. Mentoring and development of freshers as active team members

c. Managing Team's skills and aspirations

d. Ensure Team's Engagement with project and organization

i.Regular team meetings and one 2 one meetings

ii. Rightly involving team according to their strengths / skills / aspirations to develop them

iii.Resolve conflicts

iv.Mentoring, grooming, career counseling

v. Plan trainings & certifications regularly (aligned with aspirations, skills, areas of improvement in soft skills, technical, professional, domain)

e. Develop effective backups and business continuity for each area and skill sets

Organizational Activities

Involment in department / org level activities :

a. Support in Strategic development and Operationalimprovement activities

b. Develop / Support IT Solutions for projects or programs, due diligence and transition planning activities

c. Recruitment of right people in projects

d. Engage with new potential customers from Group IT

e. Participate in customer visits

IT security

A : Knows IT security standards, such as the basics of information securitymanagement system (including security risks, security rules and processes)

B. knows the organization IT security rules and their meaning, and can apply them into IT operations.

C : Adheres to all data security guide lines agreed with the customer as per the SLA and also ensures that the entire team adheres to all the IT security polices and standards.

IT tools

A. Should be aware of Agile methodologies relevant for support / services (KANBAN, SCRUMBAN, etc.)

B. Should be aware of tools like HPSC, Servicenow, JIRA service desk, etc.

Role Specification / Entry Criterias :

Education Required (Includes Technical Training / Licences / Certification)

Graduate - BE / B.Sc. / MCA (Science / Engg. Graduate) with Releavent IT qualifications

ITIL V3.0 , Service management certifications.

Education Desired (Includes Technical Training / Licences / Certification)

Min. Experience (in Yrs) :

9 -12 years

Relevant Experience (in Yrs) :

Knowledge and Skills , exposure (Should have learned during the course of the job.)

International work experience

Budget

Preparation of contracts and business cases

Technical Competencies (Desired)

Programming Language : Java, J2EE, Oracle, WebSphere, WebSphere Liberty

Should have deep understanding of frameworks & design patterns

Should have experience in classic (rich client) & web application development

IT IL certified (Foundation +)

Behavioral Competencies (Rating as per VW Academy)

Customer Orientation

A. Should recognize the needs and expectations of customers

Economic Awareness

A. Shouldinspect his own work results in terms of quality, quantity, cost and timeliness.

B. Can take corrective measures in case of deviations from the intended objectives.

C. Should make attempts to reduce costs .

Problem Solving

A. Should detect and look at problem from different perspectives. Should analyse causes and effects and cand detect relevant interrelationships .

B.Can reduce complex issues to workable tasks and develop his own proposals of improvement for long term solutions.

Organization and planning

A. Plans and controls the work process in a well-structured and systematic way.

B. Monitors the planned objectives achievement and reacts to deviations from plan at an early stage.

Team Skills

A.Should integrate himself into a team and also actively contribute to group results.

B. Building a Successful Team : Using appropriate methods and interpersonal skills to help build a cohesive teamwhether as a leader or a member, facilitating the completion of team goals.

Communication Skills

A. Should be able to effectively communicate all operational matters ( business & technical ) with all stake holders in written and oral form.

B. Should be crisp and precise with the content and should avoid all misunderstandings.

Asserting & Persuasive Skills

A. He / ShePuts across views in a logical, factual and convincing manner and is able to infulence people.

B. He / She Is firm and emphatic in putting across his points and handles resistance appropriately

Motivating Employees

A. Identify stregths and wakeness of individaul team members and suggest corrective actions.

B. Enable employees to achieve over and above their perceived capability through guidance and timely inputs.

C. Should be fair and transperant and should assist employees attaining their personal and organizational objectives.

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