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Engaged Employer

Technicolor

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4.0

based on 293 Reviews

Video summary

9 Technicolor Jobs

Service Delivery Manager

Technicolor

4.0

based on 293 Reviews

5-11 years

Bangalore / Bengaluru

1 vacancy

Service Delivery Manager

Technicolor

posted 5hr ago

Job Role Insights

Flexible timing

Key skills for the job

Servicenow Change Management SCCM Communication Skills ITSM Performance Analysis

Job Description

The role is to coordinate day to day operational activities between Technology Business users and our MSP

Ensure Enterprise Technology services are available and delivered at high standards

The role involves working with Service Desk, Service Management and Operations Teams

Defining process/practices and enhancing efficiency and effectiveness of IT Services to delivery excellent customer experience and value to our users

Roles And Responsibilities

Major Incident Management

Work with the managed service provider and take ownership of high priority incidents (P1 and P2), ensuring timely resolution, minimal business impact and resolved within the agreed SLAs

Act as the primary escalation point for high priority incidents, coordinating with relevant Technicolor Technology teams to expedite resolution communication: Keep Technicolor Stakeholders informed of incident status, progress, and resolution, ensuring clear and consistent communication

Problem Management

Ensure Root Cause Investigation is conducted on all Major Incidents, Recurring Incidents, Top Contributing Incidents, etc Root Cause Analysis: Oversee root cause investigations for major incidents (P1 P2), ensuring thorough analysis and identification of underlying cause/problem

Proactive Problem Management: Oversee root cause investigations for recurring incidents, ensuring thorough analysis and identification of underlying issues

Problem Approval: Review and approve Root Cause Analysis (RCA) and Corrective and Preventive Actions (CAPA)

Documentation: Ensure all findings and resolutions are documented as Knowledge Articles, updated in Know Error Database (KEDB) and communicated to relevant teams/stakeholders

Change Management

Change Planning: Oversee the planning and approval process for changes, ensuring they are assessed for risk and impact before changes are deployed into Production

Change Communication: Ensure communication of changes into the production environment to all stakeholders, share/send change outage/maintenance notifications in advance and ensuring minimal disruption to services

Change Approval: Ensure all necessary change approvals (Email/Ticket) are taken by the teams before presenting the CAB for approval

Post-Implementation Review: Conduct reviews after changes are implemented to assess success and identify any issues

Request (Service Catalog) Management

Work with all stakeholders to updated and maintain up to date/latest Service Catalog:

Service Definition: Ensure the service Catalog is comprehensive, accurate, and up to date, detailing all available IT services

Catalog Updates: Regularly review and update the service Catalog to reflect new and modified services

Stakeholder Communication: Communicate changes to the service Catalog to business users and service owners

Asset and Configuration Management

CMDB Maintenance: Ensure the Configuration Management Database (CMDB) is accurate and up to date

Data Validation: Implement processes to regularly validate and update CMDB data, ensuring it reflects the current state of the IT environment

Audit and Compliance: Conduct regular audits to ensure CMDB data accuracy and compliance with organizational standards

Event Management (Monitoring)

Ensure all infrastructure configuration items are monitored for anomalies and actioned on time, avoiding any potential service disruptions

Identify alert/ticket workflow to automate ticket assignment and enhance Mean time to resolve alerts/incidents

Review alert matrix with all relevant stakeholders for accuracy and updated fix/resolution

Maintain and update SOPs for alerts in scope

Service Now ( ITSM Toolset)

Point of Contact for the Service Now Support and Development Teams

Defining and Develop Roadmap for Service Now implementation and usage across the business

Experience working on ITSM Enhancement to support Service Operations

Experience in implementing Service Now paid subscriptions

Experience in creating Operational dashboards

Operational Escalations

Point of Contact for Operational Escalations:

Escalation Management: Act as the escalation point for operational issues, ensuring they are resolved efficiently and effectively

Coordination: Coordinate with relevant teams to address escalated issues and implement corrective actions communication: Keep all relevant stakeholders informed of the status and resolution of escalated issues

Continuous Service Improvement

Drive Continual Service Improvements to create high performing teams and processes

Develop and implement continuous service improvement plans to enhance service quality and efficiency

Performance Analysis: Regularly review service performance data to identify areas for improvement

Stakeholder Feedback: Gather and incorporate feedback from all stakeholders (Business and IT) to drive improvements in service delivery

Service Level Management

Ensure all applicable SLAs and KPIs agreed are attainted

Monitor service performance against Service Level Agreements (SLAs) to ensure targets are met

Generate regular SLA performance reports and communicate results to stakeholders

Develop and implement plans to address any SLA breaches and improve service levels

Stakeholder Management

Point of Contact for Business and Service Owners

Customer Engagement: Act as the primary point of contact for business users and service owners, ensuring their needs and expectations are met communication: Facilitate regular meetings and updates with business users and service owners to discuss service performance and improvements

Ownership: Address and resolve any concerns or issues raised by business users and service owners promptly

Operational Dashboards

Ensure Operational Dashboards for all Service Areas (Ex: Service Desk, Applications, Network, etc)

Work with the Service Now team to improve operational dashboards to ascertain trends and action plans

Ensure Executive Dashboards are available providing operational Overview Gather requirements, create, Improve, and enhance dashboards

Governance

Place Operational Governance at all levels in line with Operational Roadmap

Place regular cadence with business stakeholders, gather and consolidate requirements/feedback and work with relevant stakeholders to deliver agreed outcomes

Participate in Weekly, Monthly and Quarterly Service Reviews

Place Technical Governance with Service Owners

Qualifications

Ideal candidate will have:

Title as Service Management Lead/Manager in the past managing functional teams (Incident, Major Incident, Problem, Change, Request and Event Management)

Experience in defining and running Service Management Process Improvement Plans

Experience in defining Service Catalog, Chat bot and Self-Service Portal

Technical understanding of how Service Now Discovery works/previous hands-on Discovery implementation Experience Experience in Asset and Configuration Management process

Fundamental understanding of Infrastructure Components and Tools (Network, Applications, Storage, SCCM, Intune, Security Response, Tenable, etc)

Experience in implementing/deploying Service Now ITSM Module enhancements

Experience in managing Partners, Vendors and Suppliers

Employment Type: Full Time, Permanent

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