Service Delivery Manager

Job Description :

Responsibility Area Activities- List of activities performed within each responsibility area Business Development Understand and New Business cases and client needs
Understand and Develop new structure of Organization and effective Solution
Demonstrate delivery methodology to Prospective clients, Costing and Pricing for new Business cases Strategy and Synergy Identify the challenges in the existing Delivery and identify areas for New (possible) Business Offering Areas,
Identify and Define new delivery methodology, Identify and Define skills and capabilities of new managers and identify needs for development, Identify different thresholds for achievements
Perspective KRA's Financial Costs, budgets Customer Customer Satisfaction Process Ensuring 100 % maintenance of SOP's, Proactively improve the Audit Results, Ensure zero Non compliance with respect to Service delivery.
People Reducing Attrition rate, Productivity, training and growth perspective, ESAT

Skills
Change Leadership Is responsible for large change management initiatives within the organization.
Can proactively predict, plan and implement changes based on environmental indicators.
May be required to change organizational/ unit direction based on these changes People Leadership Responsible for the people strategy of the unit/ organization; ensures that the unit/ organization views ML as an employer of choice for its people practices;
Able to brand the employee practices of the company externally Business Acumen Able to translate environmental shifts to business opportunities
Can restructure people and business models to create new opportunities; primary responsibility for negotiations with customer teams Result Orientation Is responsible for unit/ company level goals and all indicators
Required to manage failure on a large scale with external stakeholder -related dimensions
Responsible for taking macro-level decisions for the unit/ organization.
Board-level and external stakeholder level accountability for objectives and directions
Should be able to drive the efficiency and effectiveness of CM Process by proper structuring of the team and assignment of appropriate R&R
Should be able to understand the critical success factors in CM Process and ensure that the availability of all inputs, knowledge and skills required for effective handling of CM Process
Should be able to co-ordinate with internal and external functions related to CM Process(e.g. Vendor, Customer, PM, IM etc) and ensure that required support is available for effective and efficient CM Process Release Management
Should be able to define Policies, Guidelines and templates required for effective Implementation of Release Management
Should be able to understand the critical success factors in RM Process and ensure that the availability of all inputs, knowledge and skills required for effective handling of RM Process
Should be able to co-ordinate with internal and external functions related to RM Process (e.g. Vendor, Customer, CM, Configuration Management etc) and ensure that required support is available for effective and efficient CM Process Vendor Management
Should be able to conceptualize the business requirements w.r.t the signed-off delivery of V M Process
Should be able to understand the critical success factors in V M Process and ensure that the availability of all inputs, knowledge and skills
Able to mobilize the organization to achieve results by conveying goals and objectives clearly and in a compelling manner.
Able to effectively communicate unpopular messages.
Communication for Results involves supporting a strategy in the face of resistance or obstacles.
Can present his/her ideas clearly to external and internal stakeholders.
Can represent the organization effectively at various forums Planning & Organizing Is able to chart the strategy and long term plans of an organization/ division.
Articulates and plans methods of meeting the direction.
Has the capability to ensure the organization of large internal and external events/ programs/ projects Customer & Business orientation Develops and implements plans to align products/services with to customer needs, Builds networks to support customer relationships
Determines realistic customer expectations and needs in order to improve customer satisfaction; is expected to build CXO and 1-down level relationships Result orientation & accountability
Takes calculated risks to achieve unprecedented outcomes; Seeks to exceed the performance of others and continuously strives to improve his/her own performance Seeks significant increases in the attainment of objectives and takes personal responsibility for outcomes Team working Demonstrates collaborative behaviour
Interacts and is responsible for team behaviour's across teams; Is able to view the organization as a team and goes beyond immediate team to ensure organizational team working Innovation Brainstorms and encourages new ideas and solutions; Takes appropriate risks.
Creates IP and encourages team members to do so.
Improves the existing processes and methods by applying new ideas to improve productivity/ revenue streams etc.
Technology Skill Description Technology Knowledge on Server Hardware
Multiple Vendors, Remote Management Tools, Software & Hardware Raid, Clear network fundamentals & topology