Tata Steel Business Delivery Centre Delivery Lead Interview Questions and Answers

Q1. How do you manage difficult customer
Ans. 
Difficult customers can be managed by actively listening, remaining calm, setting boundaries, and finding solutions.
• Listen actively to understand their concerns

• Remain calm and composed, avoiding escalation

• Set clear boundaries for acceptable behavior

• Find mutually beneficial solutions to address their issues
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Q2. What is the difference between T&M and Fixed Price projects
Ans. 
T&M projects are based on hourly rates and actual hours worked, while Fixed Price projects have a set price for the entire project regardless of hours worked.
• T&M projects involve billing based on actual hours worked and hourly rates

• Fixed Price projects have a set price agreed upon at the beginning of the project

• T&M projects offer more flexibility in terms of scope changes and timelines

• Fixed Price projects provide more ...read more
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Q1. What is MVC explain in detail.
Ans. 
MVC stands for Model-View-Controller. It is a software design pattern used for developing web applications.
• Model represents the data and business logic

• View displays the data to the user

• Controller handles user input and updates the model and view accordingly

• MVC separates concerns and promotes code reusability

• Example: ASP.NET MVC, Ruby on Rails, Django
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Q2. What are the benefits of ITIL
Ans. 
ITIL provides a framework for IT service management that improves efficiency and customer satisfaction.
• ITIL helps organizations align their IT services with business needs

• ITIL provides a common language and processes for IT service management

• ITIL improves efficiency and reduces costs through standardized processes

• ITIL improves customer satisfaction by ensuring consistent and reliable service delivery

• ITIL provides a fra...read more
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Q3. Deployment questions
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Q1. What's your futurue Goals
Ans. 
My future goal is to become a certified project management professional and lead a team of successful delivery managers.
• Obtain PMP certification within the next year

• Lead a team of delivery managers to successfully complete projects on time and within budget

• Continuously improve my leadership and communication skills through training and mentorship

• Work towards achieving a promotion to a senior management role within the
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Q2. How you handle crictical situation with example?
Ans. 
I handle critical situations by remaining calm, assessing the situation, and taking decisive action.
• Remain calm and composed to think clearly

• Assess the situation quickly to understand the severity

• Take decisive action to address the issue effectively
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Q1. ITIL Based questions like - principles followed. Which concepts have been applied?
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Q2. Life cycle management and touch based all the topics from cost, budgeting, managing, change management processes.
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Q1. Previous Experience and Challenges.
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Q2. How are metrics tracked.
Ans. 
Metrics are tracked using a combination of automated tools, manual data collection, and regular reporting.
• Utilize automated monitoring tools to track key performance indicators in real-time

• Collect data manually through surveys, interviews, and observations to gather qualitative feedback

• Generate regular reports to analyze trends, identify areas for improvement, and make data-driven decisions

• Implement a balanced scorecar...read more
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Q3. Rest all on the expectations and when can I join.
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1 hour contained 6 sections of lrdi varc etc

Q1. Give a brief introduction
Ans. 
I have over 5 years of experience in service delivery management, ensuring high-quality service delivery to clients.
• Managed a team of 20+ service delivery professionals

• Implemented process improvements resulting in 20% increase in client satisfaction

• Developed and maintained strong client relationships
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Q2. Why should we hire you?
Ans. 
I have a proven track record of successfully managing service delivery, ensuring high levels of customer satisfaction and operational efficiency.
• Extensive experience in service delivery management

• Strong leadership and communication skills

• Ability to drive process improvements and optimize resources

• Track record of meeting and exceeding KPIs and SLAs

• Example: Successfully implemented a new ticketing system that improved re
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Q1. Explain a value added project delivered and what is the impact
Ans. 
Implemented a new ticketing system to streamline support processes
• Researched and selected a suitable ticketing system based on company needs

• Customized the system to align with existing workflows and processes

• Provided training to staff on how to use the new system effectively

• Monitored and evaluated the impact of the new system on response times and customer satisfaction

• Resulted in a 20% decrease in average resolution ti...read more
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Q2. If you have to set up a new process from a client, what approach would you follow
Ans. 
I would start by understanding the client's requirements, documenting the process, identifying stakeholders, creating a project plan, implementing the process, and continuously monitoring and improving it.
• Understand the client's requirements and objectives

• Document the process flow and key steps

• Identify stakeholders and their roles

• Create a project plan with timelines and milestones

• Implement the process with clear commun...read more
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Q1. Talked more customer escentricity
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Q1. People management related questions
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Q1. Salary discussion
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