IT Service Delivery Manager (IT Lead)

Year Of Experience: 8 To 12 Yrs

Education: BE/BSc/BCA

Location: Bangalore

Skills Required: IT Infrastructure, IT Operations, Excellent communication skills, organizational and time management skills

The post holder will provide effective IT assistance across all aspects of the business and will lead the team. The post holder is responsible for …

·        Oversee day-to-day business operations

·        Monthly team review

·        Define and implement policies and performance standards

·        Evaluate team performance and provide additional coaching and support as needed

·        Drive the team to achieve the agreed Goals & Objectives

·        Managing and Interacting with senior and VIP users regularly.

·        Job Accountabilities -

1. Lead the team to provide a consistently high level of customer service and satisfaction
2. Giving clear vision about the goals and objectives to the team and drive the team for achieving the same.
3. Improving internal processes (like a best practice) and ensuring employees work as a cohesive unit.
4. Generating reports and giving presentations.
5.  Creating and managing budgets
6.  Ensuring compliance and implement policies and standards.
7.  Reviewing and Evaluating the performance of the team (weekly/monthly/Quarterly/yearly)
8.  Handling and managing the VIP users. Interacting with VIP/senior users to understand the requirements.
9.  Achieving, Analysing, Monitoring and Maintaining the C-SAT/D-SAT score and guiding the team accordingly.
10.  Training low-level managers and employees from team as per the requirement.
11.  Responsible for interviewing, hiring, training, and disciplining lower-level managers and employees, as well as coaching and mentoring lower-level managers.
12.  Maintain project timelines to ensure tasks are accomplished on time.
13.  Tracking and monitoring the service renewal AMCs and tracking other requested procurement timelines.
14.  Performing all the task with big customer and quality service focused with a passion for continual service improvement
15.  Additional responsibilities as requested by his/her Manager