Service Delivery Manager (Remote until Covid)

16 Nov 2024

Vacancy expired!

Desired Competencies (Technical/Behavioral Competency)

Must-Have

(Ideally should not be more than 3-5)
  • ITIL Certified
  • Experience with Service Delivery Management role for at least 2 years.
  • Experience with Application Development and Support for over 10+ years.
  • Excellent Communication skills, ability to drive stakeholder discussions at VP, AVP & Director levels.
  • Experience with Large distributed team management (25+ team members)

Good-to-Have
  • Insurance domain knowledge

SN

Responsibility of / Expectations from the Role

  • 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
  • Manage SLAs, KPIs and CPIs across multiple teams.
  • Devise Corrective and Preventive actions for any Service Level breaches, near misses and Customer escalations
  • Manage defined processes and risks with respect to organization and customer & Coordinate with onsite and offshore teams as necessary during project delivery.
  • Ensure service performance of the portfolio through defined metrics and KPI's
  • Ensure that status reports & dashboards are sent to the customer for the project(s) at the agreed intervals.
  • Coordinate and test Service Continuity plan on a periodic basis
  • Manage conflicts within the team and organize team building exercises
  • Enable periodic skill assessment of associates and subsequent adherence to learning plans
  • Initiate (Performance Improvement Plan) PIP in case of non-performance
  • Responsible for forecasting and managing staffing requirements for the portfolio.

  • ID: #22849072
  • State: Virginia Lynchburg 24501 Lynchburg USA
  • City: Lynchburg
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2021-11-16
  • Deadline: 2022-01-07
  • Category: Et cetera