DWP Service Delivery Manager

Essential Duties and Responsibilities

· Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self.

· Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc.

· Conducting Team Action Meetings, Weekly team meetings and review deliverables

· Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same.

· SLA Measurement, Reporting & Adherence - 5 Nines

· Strong Capabilities on Handling deliverables responsibility.

· Vision & Goal Setting abilities with Orientation on details to achieving the same.

· Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures.

· Identifying improvement areas & implementing measures to maximize customer satisfaction levels.

· Defining new process and procedure for operations.

· Periodic evolution of SLA metrics and Audits

· Budgeting & P&L Experience – Managing Capex & Opex.

· Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc.

· 3rd Party Vendor Management & Contract Negotiation Skills & Experience.

· Ensure and develop relationship with customers, stakeholders with high satisfaction level

· Liaison between business leaders and senior management to drive program/ projects budget at strategic level

· Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies

· Working with the client and operations teams to identify and manage service improvement activities

· Removing all obstacles to customer satisfaction and / or financial performance

Skills and Abilities

• · The EUC manager profile will be a senior profile will need to manage end to end deskside infrastructure service delivery.

• · Ability to interact with CIO / Infrastructure director

• · Understanding of ITIL framework

• · Preferably 12+ years plus of Industry experience with managing a team of over 100 resources.

• · Atleast 10+ years of EUC experience

• · Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.

• · Strong hold on Financial planning and P&L

• Education / Expertise

• · BS degree in Computer Science, Engineering or Information Technology or equivalent.

• · Minimum of 5 years of experience in a manager role supporting End Users / Customer

• · Demonstrated success with unit-based application planning and development, project management and policy development.

• · Excellent analytical, planning, project management, problem-solving, negotiation and organizational skills.

• · Excellent knowledge of product life cycle, tools, processes and operations planning.

• · Excellent customer service capabilities and attitude.

• · Must be able to travel as needed, sometimes as much as 15%

• Job type: Permanent Division: eTeam Workforce Limited Reference: 22-01962