The IT Service Delivery Manager oversees a number of key functions within the IT Share Services Organisation that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs based on agreed Service Levels. This position is a stakeholder-facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
Work with PMO and IT leadership to understand infrastructure needs and goals for all projects in the portfolio
Consolidate and communicate the needs to the infrastructure leadership team for network, systems administration and security.
Enable planning and sizing of infrastructure needs to achieve the goals of reliability, performance and scalability in coordination with application teams and vendors as needed
Project plan the procurement, configuration and deployment of new HW/SW in alignment with overall project schedules, factoring in resource constraints and availability, while ensuring adherence to budget and schedule
Proactively identify schedule and resource risks, escalating as appropriate, and communicate status of project portfolio to team leadership on a regular basis
Develop integrations with other applications in the enterprise application landscape where needed
Operational Readiness (Transition)
Represent the Operations team at all project meetings to define and implement service acceptance criteria for both new and changing services.
Work with Project Managers, Business Owners, Service Owners, Managed Service Partners, Operations teams and 3rd parties to ensure that projects are delivered in compliance with the SRP.
Plan and manage service changes efficiently and effectively
Manage risks relating to new, changed or retired services
Successfully deploy service releases into supported environments
Set correct expectations on the performance and use of new or changed services
Ensure that service changes create the expected business value
Provide good-quality knowledge and information about services and service assets.
Planning and managing the capacity and resources required to manage service transitions
Implementing a rigorous framework for evaluating service capabilities and risk profiles before new or changed services are deployed
Establishing and maintaining the integrity of service assets
Providing efficient repeatable mechanisms for building, testing and deploying services and releases
Ensuring that services can be managed, operated and supported in accordance with constraints specified during the service design stage of the service lifecycle.
Review monitor and report on committed service performance to contract both hard and soft deliverables including maintenance of business activities, improvement activities and end user feedback.
Lead/update/understand and champion the measurement process by which Service Level Reviews are accessed including the submission and completion of monthly scorecard. Oversee the completion and set expectations associated with misses as well as highlight successes.
Define expectations / approve plans for service improvement, problem remediation and resolution. Review the reports associated with the plans to ensure timelines, accuracy and control.
Liaison to the business for user escalations.
Ensure correct provisioning/deprovisioning/access levels for both retained and service provider personnel as well as IT peers and business users. Establish relationships needed for service provider to effectively deliver contracted services and exceed customer satisfaction and quality.
Chair and lead operational performance review meetings with peers.
Evaluate potential suppliers using developed and agreed criteria to support alignment and understanding of the expectations and requirements of engagement
Monitor and report on the performance of selected vendors to ensure delivery in line with contractual obligations and performance metrics
Manage outward communication to vendors to facilitate understanding and awareness of organisational strategic direction, changes and challenges
Manage the interaction between vendors and internal program delivery leaders to provide adequate visibility of interdependent initiatives and programs
Liaise with procurement partners to review, report on and revise contractual agreements as necessary
Knowledge and Skills
At least 5 years project management / service delivery management o
Account management experience advantageous
Proven track record of delivering projects within defined timelines under high pressure
Project & programme management: able to manage complex projects including concurrent projects
Decisive: must be able to use initiative to make quick decisions to resolve problems and overcome obstacles delaying delivery
Customer management: tactful, resolute and committed to providing excellent customer service
Ability to deliver technical present actions competently.
Must be able to interfaces with customer "executive" level management on a regular basis
Delivering results: ability to plan and organise self and work in order to achieve objectives and targets
Maintain in - depth knowledge of product offering
Excellent communication and reporting skills
Self-starter and self-motivated, willing to put in extra time
Clinical and attentive to detail
Solution driven able to react quickly and resolve issues so that the workflow can continue
Must be able to perform under pressure
Must be able to persuade and influence others
Good relationship builder with strong diplomacy skills
Must aspire to a culture of service excellence
BS in Computer Science, Information Technology, or related field or equivalent experience preferred
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Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases