Service Manager

Service Manager Englewood Cliffs,New Jersey 6+ months contract Design and build data models, database schemas, DDLs, and advance database architectures in Snowflake Design and build cloud solutions using AWS, which includes working with services like EC2, RDS, Lambda and S3 Design and build ELT frameworks needed for data ingestion Interact with users for any queries w.r.t business needs Perform data analysis and bug fixes as required Co-ordinate with Offshore team to clarify the technical and functional queries to enable the implementation Roles & Responsibilities Service Manager B Sc, M Sc BE, MCA.Manages overall service, achieve CSI, innovation and Transformation and manage the people within the LOB WITH the objective of service delivery and maintaining healthy portfolio as per contract WITHIN THE LIMITS OF pre-defined corporate guidelinesStakeholder Management: Ensure management reports are circulated to the relevant stakeholders as per agreed timelines. Service Management: - Act as the Single Point of Contact for Delivery for the project - Responsible for End to End Service Delivery for the portfolio / LOB being managed - Devise Corrective and Preventive actions for any Service Level breaches, near misses and Customer escalations - Integrates Service Management Office into the service delivery to effectively leverage their specialist capabilities (e.g. Incident Management, Problem Management, Change Management etc.) - Manage defined processes and risks with respect to organization and customer - Coordinate with onsite and offshore teams as necessary during project delivery. Service Tracking: - Ensure service performance of the portfolio through defined metrics and KPIs - Participate in PMR and Service performance review meeting and ensure availability of all relevant performance data - Ensure that status reports & dashboards are sent to the customer for the project(s) at the agreed intervals. Service Execution: - Coordinate and test Service Continuity plan on a periodic basis - Resolving all customer requests, issues / escalations in a timely manner. Knowledge Management: - Liaise with Academy for project level training needs and ensure training plans are made available based on skillset needs. People Management: - Drive performance management process (goal setting, appraisals and promotions) for the project (Portfolio / LOB) - Responsible for onboarding new hires - Manage conflicts within the team and organize team building exercises - Enable periodic skill assessment of associates and subsequent adherence to