Service Delivery Manager

We are looking for a dedicated Service Delivery Manager to be responsible for ensuring that the deliverables as required by the Customer has been fulfilled as per the SLA and with the quality. They should be responsible for maintaining strong customer relationships and improving our services to maintain customer satisfaction. The service delivery manager may perform technical tasks, such as troubleshooting technical issues, and may perform administrative tasks, such as managing team performance and checking the quality of the same. The main tasks of a service delivery manager, also includes managing projects, fixing reliability issues, tracking service metrics, managing budgets, and leading the service delivery team.

Location: Jaipur

Required Experience: 3-7 years.

Responsibilities:

· Ensure all orders are tracked and delivery as per the order is completed within agreed timelines with minimal intervention.

· Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line and geographic responsibilities.

· Maintaining positive relationships with customers.

· Work closely with Sales and pre-sales teams to remove teething problems with the order process and optimize the delivery of services to the customer.

· Work with internal teams and vendors to determine necessary activities to successfully deliver projects throughout the given service line or function.

· Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution.

· Understanding the pipeline of demand and work with the Resource Planners to ensure an appropriate supply of resources.

· Responsible for financial management and reporting and optimizing processes.

· Leading the service delivery team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently.

· Determining ways to reduce costs without sacrificing customer satisfaction.

· Assessing customer feedback and using your creativity to establish, improve, and refine services.

· Remaining organized and meeting deadlines.

· Analyze data and produce reports to make informed decisions.

· Building partnerships and liaising with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.

· Ensure Service delivery is as per recognized industry standards. Ensure Organization and Team are ITIL compliant.

· Manage escalation as needed to ensure that customer's pressing concerns are addressed.

· Identify root cause of all issues and ensure that corrective permanent fixes are taken.

Skills and Qualifications:

· A bachelor's degree in a IT field.

· Experience of delivering IT services – On-premise solutions, Cloud services.

· Candidates with prior experience of IT Engineer role, Cloud Engineer, Cloud Administrator role will be preferred.

· Experience in customer service, leadership may be advantageous.

· Good computer skills and the ability to use business support software.

· Strong customer service, project management, and quality control skills.

· Good resource planning skills.

· Excellent leadership and customer service skills.

· Strong teamwork skills and attention to detail.

Company Introduction:

ZNet Technologies Private Limited, incorporated in 2009, is the leading distributor of cloud services, IT infrastructure services, and cybersecurity services to partners across the globe.

ZNet is owned by RP tech India (a division of Rashi Peripherals Pvt Ltd.). Founded in 1989, RP tech India is the fastest-growing value-added distributor of IT and mobility solutions with 50 branches and 50 service centers across India.

Employee Benefits at ZNet: