Service delivery manager
IBM india Pvt Limited
Total years of experience :21 years, 1 Months
Service delivery manager
• Reviewing the Engineer performance based on the technical capabilities, process knowledge and communication Skills with continuous monitoring for consistency.
• Status report, Metrics report, PMR, Client Governance report compliance.
• BCP coordinator for the Project.
• CSAT and DSAT Analysis and improvement.
• Manage the planned and unplanned associate leaves.
• Coordinate the escalations pertaining to other support teams.
• Continuous improvement on service levels and customer satisfaction (SIP). Also adhering to the SIP / Six sigma schedule.
• Performance Management (1X1) - Have regular feedbacks with direct Reporters.
• Responsible for Service levels and Service improvement plan.
• Designing the Shift Roster based on the customer requirements.
• Giving induction training to new joiners.
• Attending Weekly & Monthly reviews with the Customer.
Bsc computer science.