Service Delivery Manager
HCL Technologies
Total years of experience :8 years, 6 Months
As a Service Delivery Manager, I identify customer needs and oversee the delivery of the services within the scope and context of the business and operations. I work on establish-ing processes with customer to provide consistently high level of customer service in an efficient and cost-effective style.
MANAGEMENT ACTIVITIES:
Establish Delivery Processes: Establish and refine ITIL based delivery processes in line with team structure. Streamline processes and procedures to ensure that customer gets great experience from the service delivery model.
Supervise Staff: Oversee employees in different stages of the delivery processes and hold all team leads and employees accountable for carrying out the required processes and tasks towards great customer service.
Manage Customer Expectations: Assess customer feedback and improve existing pro-cedures accordingly to ensure efficient customer service is maintained. Evaluate customer experience from survey and set of customer satisfaction goals and criteria to continuously improve delivery effectiveness.
Create Cost-Effective Systems: Ensure processes are efficient, within the available tools & models at customer site and cost-effective. The aim is to find ways to reduce customer cost and at the same time save support time without affecting the overall customer experi-ence.
Build Partnerships: Actively building partnership and liaising with business stakeholders and system owners to determine services, criteria for the delivery of those services, and how to develop solutions to any issues that arise.
Financial Management :- Overall responsible for Revenue/P&L/Margins for the project.
Project Management: Identify areas of improvement or opportunity to win project and manage team to achieve project completion as per agreed and scoped effort in Statement of Work.