Project and Service Delivery Lead

Title: Project and Service Delivery Lead

Description:

Service delivery manager expected to meet end-user demands, solve business problems, and drive client satisfaction. The responsibilities of a service delivery manager are varied, and the service delivery manager role can largely depend on the organization for which a service delivery manager works. Common service delivery manager skills and service delivery manager duties include:

Service Management

Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service

Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary

Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery

Developing a deep understanding of projects to gain insights into the scope of service delivery

Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Performance and Quality Management

Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

Providing accurate and regular reports to the management on performance of the service delivery

Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.

Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.

Technical Perception

Supervising service desk teams teams to facilitate continual improvements in incident, change and problem management procedures.

Collaborating with technical design teams to set standards for software, hardware, and security.

Making sure that anti-virus updates and patches are applied effectively and promptly.

Enabling high-level performance benchmarks for access devices, such as PCs, laptops, and mobiles

Meeting Support

Providing technology support for corporate conferencing and ensuring the ready availability of meeting room resources, such as presentation software and audiovisual systems

Educating departmental staff on the effective use of conference room technology

Service Delivery Manager Skills

Proficiency in leading both physical and virtual teams

Experience in dealing with third party-provided services

Operational ability in a diverse, large-scale environment

Exceptional business-facing skills

In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery

Mastery of ITIL (Information Technology Infrastructure Library) principles

Expertise in people management and leadership

Strong organizational skills

Capacity to train and guide junior team members

Ability to manage and prioritize tasks efficiently

Solid resource planning and problem-solving skills

Readiness to demonstrate a proactive attitude

Excellent verbal and written communication skills

Business Unit: Pristine India (PIPL)

Business Group: Pristine India (PIPL