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- 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)
- Insurance domain knowledge
- 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.