Hi Partners, Hope you are doing well.
Please go through the below requirement And Send matching resumes to *[email protected] <[email protected]>* *Position: Service Delivery Manager - Full Time* *Location: West Gude Drive, MD* *Duration: Full time * *Work Authorization:* USC/GC - H1 candidates who can join in a week *Mandatory Skills * PMP Certified and coming from technology background *Profile of the Role* Service Delivery Manager will be responsible to ensure the Support and Maintenance Services are delivered to the users in terms of the SLAs and promote a culture of service improvement and liaison with ITS and Business stakeholders to manage the expectations. *Responsibilities* - Provide oversight to the technical teams delivering the support and maintenance services for Applications and Infrastructure - Ensure compliance of processes by teams in delivering the technical services - Ensure analysis of technical issues and their resolutions be performed as per Best Practices committed to the client - Ensure that the services are delivered per the SLAs (across HCL supported application and infrastructure towers) - Ensure proper estimation of level of efforts and schedule planning for maintenance and enhancement items - Ensure proper execution of release planning and deployment cycles - Ensure proper Capacity planning and utilization - Proactively identify the common / recurring problems in the service areas and provide a unified solution to eliminate / minimize the disruptions - Understand all technical services impacting the users of various business service areas - Analyze and review actual service performance against SLAs - Provide weekly operational reports to the stakeholders on service performance, achievements, miss-outs, SLA adherence, opportunities for improvement - Provide regular reports and metrics on Support and Maintenance tickets, trends and corrections to improve the performance - Maintain regular communication with AARP Service Managers, Advisors, SMEs - Keep involvement in critical incidents to ensure that the right stakeholders are taking the leadership to resolve critical incidents within the SLA - Proactively communicate risks, challenges, help required with Tower leads and their teams to ensure continuous successful delivery of services - Ensure that delivery transparency is maintained so as to enable decision making by Tower Leads and their team members - Obtain feedback from Tower leads, user organizations on performance of services and work to ensure the same are actioned well towards continuous improvement - Liaison with Business in Prioritization and manage stakeholders in ITS and Business divisions - Should have assertive communication skills - Should have handled cross cultural teams with Onsite-Offshore model. *Teams interfacing* - TSM - VMO - Partner organizations (like Kana, Unisys) Business users (where appropriate and required with the full concurrence of ITS) *Thanks & Regards* *John* *IT Recruiter* *Yochana IT Solutions Inc* *508-480-5177 (Work)* *248-876-4228 (Fax)* *[email protected] <[email protected]> || www.yochanait.com <http://www.yochanait.com>* *Note: This is not an unsolicited mail. If you are not interested in receiving our e-mails then please reply with subject line Remove* -- You received this message because you are subscribed to the Google Groups "Open Source Erp & Crm" group. To unsubscribe from this group and stop receiving emails from it, send an email to [email protected]. To post to this group, send email to [email protected]. Visit this group at http://groups.google.com/group/open-source-erp-crm. For more options, visit https://groups.google.com/d/optout.
