Service Delivery Manager

Service Delivery Manager - Houston, Texas

4 weeks ago Be among the first 25 applicants

• Overall ownership of delivery from Birlasoft
• Manage delivery performance, which includes regular monitoring of status of deliveries, schedules, unresolved issues and collaborative planning of future work.
• Ensure performance SLA are met thru regular tracking and monitoring.
• Ensure all projects are executed as per the corporate quality guidelines.
• Manage escalations, including managing communication by moderating conference lines and providing status updates to management and stakeholders
• Manage scope changes (via Change Management) to the project and present to the steering committee
• Engage with customers in clearly articulating & delivering value added services in the key areas of Processes, Resources, Quality, Continuous Improvements & Information Intelligence.
• Obtain feedback from the Customer (e.g. Customer Satisfaction Survey) and identifying areas of improvement and determining corrective steps in order to consistently exceed customer expectations.
• Conduct Project audits and periodic quality reviews and escape key issues to Customer at the end of each review.
• Educate and assist IT and operations support professionals in incident management best practices (ITIL).
• Participate in post-incident reviews for high-priority incidents to review process, establish business impact and document corrective action.

Electronic Data Interchange, RFP, Scrum,

Mid-Senior level

Full-time

Other

IT Services and IT Consulting