Service Delivery Manager (Application Support Lead To BFSI customers)

Position : Service Delivery Manager (Handling Banking Customers only)

Location - Navi Mumbai

Work from office only

Service Management:

• Oversee the delivery of IT support services for banking applications, ensuring high availability
  and responsiveness.
• Manage incident, problem, and change management processes to resolve issues efficiently.

Team Leadership:

• Lead and mentor a team of support analysts and technicians, fostering a culture of collaboration and continuous improvement.
• Conduct performance evaluations and provide training to enhance team skills.

Customer & Stakeholder Management:

• Act as the primary point of contact for business stakeholders, understanding their needs and ensuring alignment with IT support services.
• Collaborate with internal departments and external vendors to address complex issues and service requests.

Process Improvement:

• Identify areas for process optimization within the support function and implement best practices to enhance service delivery.
• Develop and maintain documentation for support processes, knowledge bases, and user guides.

Compliance and Risk Management:

• Ensure adherence to regulatory requirements and internal policies related to banking and insurance operations.

Reporting and Analysis:

• Monitor support metrics and service levels, providing regular reports to management and identifying trends for improvement.
• Analyze incident and support data to develop strategies for reducing recurring issues.

Crisis Management:

- Manage critical incidents and service outages, coordinating resources to ensure timely resolution and communication with stakeholders.

Pls Note - Candidates with NON Banking experience, pls do not apply