Job Description

To effectively manage clients within a technical services company, facilitating their requests for change, service issues, managing domain, reporting and strengthening the client relationship through the delivery of great service. Service Delivery Managers will be the key account contacts for day to day management of our clients; they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.

a. Customer Service Management

Monitor, control and support service delivery; ensuring
systems, methodologies and procedures are in place and
followed
Be accountable for the quality of Service and performance;
ensuring future demand from growth and projects is understood and factored into capacity plans for all associated
systems
To Ensure Customer queries and issues are handledpromptly and with 100% adherence to company norms on & compliance. To Maintain hygiene and high availability of system by performing the defined regular
recovery drills and other SOP’s. To Monitor & ensure completion of the routine backups & recoveries allocated
or scheduled in each shift.
To Drive internal and third party service review meetings
covering performance, service improvements, quality and
processes

b. Advance Troubleshooting Support

Diagnose, solve and provide root cause analysis for
hardware and network related issues 24x7 escalation
support
To Act as an escalation point for issues reported into the
TOC/Technical Teams.

c. Performance & Quality

Demonstrate Owneship for the Incident, Request, Change and Escalation processes, ensuring high levels of
performance in these processes, accurate reporting and establishing service improvement
activities when required
Make recommendations for Service Improvement Plans and ensure actions are followed
through to completion in a timely manner
Being Proactive in Providing regular and accurate
management reporting on the Service performance
To Conduct Quarterly Business Reviews.On-site Transition
Support Team. 

d. Timely submission of Necessary MIS to
Supervisor/Management

To ensure timely submission of all reports, MIS, etc to
respective stakeholders

e. Team Management/Development

To be mentor and coach for the team, ensure their&