Service Delivery Management:
Understand and own every aspect of the service delivery, governance and performance. Develop and execute CSM delivery plans aligned with client-specific initiatives, ensuring timely delivery and adherence to client expectations. Assign tasks and track progress.
Team Leadership & Development:
Lead and mentor a team of PM, BA and Delivery Manager. Foster a collaborative culture and implement training programs to improve the team members skillset.
Operational Efficiency & Improvement:
Identify opportunities for continuous improvement across workflows, team structures, and user experiences, stay updated on industry trends and implement tailored solutions to optimize performance and streamline processes.
Cross-Functional Collaboration:
Act as a key liaison between internal teams, delivery leads, and client stakeholders to ensure alignment on goals, priorities, and progress. In collaboration with Product Managers ensure releases and changes are delivered in a controlled and agile manner.
Customer Relationship Management:
Build strong relationships with key stakeholders. Conduct regular reviews to understand needs, address concerns, and identify upsell opportunities.
Performance Monitoring & Reporting:
Establish and track KPIs related to customer satisfaction and product adoption. Generate reports and analyze data for strategic insights.
Bachelors’ Degree from a recognized university with 10 years of relevant experience in Telecom /FSI / IT / Government / Manufacturing / Retail / Transportation and/or software industry
Prior experience in managing service delivery team
ITSM implementation experience is a must
Certified in PMP and ITIL
Strong technical skillsets in ITSM, ITOM, Cloud, Saas, BI, ITOPs, CRM, ERP, APM
Your profile will not be disclosed to any client without your permission. We regret that only shortlisted candidates will be notified.