IT Service Delivery

Our BPO client is looking for Service Delivery candidates:

Basic Function: This is a business and client facing role that ensures a seamless IT Service Management, helping business growth and creating value for business and their clients through IT intervention. We also do relationship management with business client IT teams

Essential Functions

• Client Portfolio Management – End of End owner of key accounts from IT Service delivery perspective
• IT Service Management and Delivery - Lead Service delivery Reviews on SLA adherence, ongoing projects with Client and Internal stakeholders.
• Participate in ongoing Service Delivery Reviews (MBR / QBR) and also on new business growth calls with client / internal stakeholders.
• Business Value Creation - Responsible for identifying, implementing and review of service improvement initiatives. Drive productivity improvements as per plan and control cost of operation.
• Driving Effectiveness of Compliance & Information Security as part of Service Delivery of client processes. – Shoulder responsibility and work with Internal Audit Teams to meet compliance requirements.
• Liaison with the Client to understand delivery requirements and effectively engage and communicate expectations to the Internal Teams.
• Major Incidents Database – Capturing of all Client processes Downtimes / Application Issues & Major Downtimes for usage in future.

Work Experience Requirements

• Minimum 8 – 12 years in managing IT service delivery of large client relationship (800+Seats)

Willingness to work in a 24 x 7 environment

Education Requirements

Graduate, Preference for B.E. / B.Tech with industry recognized certifications like ITIL/ ITSM, PMP