Service Delivery manager
- Orange Business
- 4 - 9 years
- Noida, Gurugram
- 11 months ago
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Job Description
Service Delivery Manager ( SDM)
Role Overview:
The Senior Service Delivery Manager (Sr SDM) provides strategic leadership for service delivery operations, focusing on long-term business objectives, cost optimization, and client satisfaction This role involves overseeing complex service environments, driving innovation, and ensuring operational excellence across multiple accounts
Key
- Strategic Service Delivery :
- Define and oversee service delivery models, aligning them with business and client goals
- Ensure continuous improvement by incorporating feedback and adopting best practices
- Manage and optimize service delivery processes across large-scale hosting environments
- Establish benchmarks for service excellence across accounts
- Crisis Leadership :
- Take ownership of crisis resolution, including major service disruptions
- Coordinate multiple teams to ensure effective recovery and minimize client impact
- Develop and implement frameworks to enhance operational resilience
- Conduct post-crisis evaluations to improve future response strategies
- High-Level Reporting :
- Develop executive-level reports focusing on strategic insights, service trends, and performance improvements
- Present findings to senior stakeholders, highlighting opportunities for innovation and optimization
- Collaborate with analytics teams to generate predictive insights
- Cost Optimization :
- Lead cost optimization strategies, including the development of innovative pricing models
- Drive initiatives to enhance the scalability and cost-efficiency of hosting services
- Work with clients to identify mutually beneficial cost-saving opportunities
- Infrastructure Optimization :
- Integrate advanced AI and ML algorithms to enhance system performance and scalability
- Develop strategies for automating routine processes and implementing predictive analytics to prevent failures
- Innovate cloud and hosting service strategies by utilizing cutting-edge AI/ML technologies
- Collaborate with RD teams to pilot new technologies
- Stakeholder Management :
- Build and maintain strong relationships with key stakeholders, ensuring alignment with client needs and organizational objectives
- Act as a trusted advisor to clients, offering strategic insights and guidance
- Facilitate regular strategy sessions with stakeholders to discuss progress and future goals
- Innovation and Leadership :
- Drive advancements in hosting strategies, ensuring they are aligned with evolving customer needs
- Lead initiatives to improve operational efficiency, foster innovation, and maintain competitiveness
- Represent the organization at industry events and conferences
- Global Delivery Oversight :
- Manage service delivery across global teams, ensuring compliance with regional requirements
- Develop a unified approach to service delivery while respecting cultural nuances
- Align global service standards with organizational objectives
Global Delivery Operations
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery ManagerEmployement Type: Full timeContact Details:
Company: Orange BusinessLocation(s): Noida, Gurugram+ View Contact
Keyskills: Service delivery Operational excellence delivery operations Management Continuous improvement Stakeholder management Operations Cost optimization Cost Predictive analytics
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