Senior Service Delivery Manager

We have an exciting open role for a Senior Service Delivery Manager who will be responsible for the smooth day-to-day operations of the Tech Service Delivery function in India, reporting into the Director of Service Delivery India. In this role, you will need to partner with teams inside and outside Technology so that colleagues have the workplace tools to work effectively.

In addition to overseeing the operational side of servicing our internal customers in the region, the Senior Service Delivery Manager will also lead a distributed team of colleagues and will be expected to mentor and guide team members to success, identify their strengths and areas for growth and empower them to do their best work.

You will have experience in leading a servicing team who work together to drive enduring, innovative solutions. Your team will educate our colleagues, onboard new products & services and manage escalations. You enjoy creative problem-solving and bring people together to tackle organizational challenges. A passion for listening to colleagues and influencing the end user experience is critical for this role.

Are you up for the challenge?

Key responsibilities:

Reporting into the Director of Service Delivery India a key stakeholder and working closely to deliver Goals/OKRs for Digital Workplace.

Technology Service Delivery in all buildings in India including escalations management for Business Unit issues

Tracking the availability of services like workstation technology, AV services, print services, critical rooms and event space, ensuring issues are addressed in a timely manner and in partnership with product teams/vendors.

Hands and feet support for real-estate projects (e.g. new office set-ups and moves)

Driving continual process improvements through innovation and automation

Balancing customer experience with regulatory compliance, ensuring audit deliverables are met with the least burdensome process

Ticket reduction activities

Proactive Servicing using Digital Workplace tools

Directing resources in the resolution/prevention of incidents where necessary, including ensuring the proper performance monitors are in place for critical applications

Using data to inform strategy and actions to ensure the highest quality service delivery in each location

Collaborating to develop policies and procedures for the production and service support function

Partnering with peers in delivering end-to-end solutions and services to the organization

Constructive 1:1 and career development discussion with direct reports

Motivating and leading the team effectively, ensuring that colleagues have what they need to succeed

Building strong relationships with site leaders to understand their teams needs as well as raise their awareness of Digital Workplace offerings

Informing the enterprise about developments affecting service as well as addressing concerns

Ensuring vendors meet their targets as per their SOW

Delivering ITIL (Information Technology Infrastructure Library) compliance process conformance for incident, problem and change management.

Minimum Qualifications:

Experience leading a technical support team.
Supporting Customers from various Geographies on EUC issues.

Mentoring Engineers on Windows, Mac and Other Platform issues

Excellent relationship-building and relationship management skills
Outstanding customer service skills
Exceptional organisational and project management skills
Experience working with internal and external technical teams to resolve technical issues
Strong analytical & strategic thinking skills

Ability to interpret technical /business objectives and challenges

Abreast with relevant technology updates in the market

Good grasp of Product knowledge

Agile Methodologies

 

Preferred Qualifications :

Bachelors Degree in Computer Science, Information Systems, or other related field

Skilled communicator

ITIL

 

Benefits include: