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Richardson

    Senior Service Delivery Manager - Richardson, United States - HCLTech

    HCLTech
    HCLTech Richardson, United States

    1 week ago

    Default job background
    Accounting / Finance
    Description

    Service Deliver & ITSM Platform Manager - Job Description:-

    As service delivery manager you will be responsible for making sure that services are being seamlessly delivered to the clients, oversee a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking SLA's and KPIs, and managing budgets. A service delivery manager is vital role in boosting the user experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands.

    Roles & Responsibilities:

    • client relationships: Maintaining positive relationships with clients and ensuring their needs are met. They provide regular updates on service delivery and respond to client inquiries and concerns.
    • service delivery: Oversee the delivery of services to clients and coordinate the efforts of different teams to ensure that services are delivered in a timely and efficient manner.
    • service performance: Track and monitor the performance of services, identify areas for improvement, and implement changes as needed.
    • compliance with service level agreements: Ensuring that service level agreements are met, and that the services provided meet the required quality standards.
    • budgets: Ensuring that resources are allocated effectively, and that costs are kept within budget.
    • and maintaining teams: Maintaining high-performing teams, and for fostering a positive working environment.
    • improving processes: Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively.

    Requirements:

    • or master's degree in information systems, Information Technology, Computer Science or other related disciplines.
    • Service Now platform & Process Knowledge
    • have Managed Process and Platform (Development) team for implementation /Upgrade
    • be Able to Understand Incident, Change, Release, Problem, Asset (HW/SW) Process knowledge
    • Minimum of 15+ years of highly experienced IT Service Delivery
    • be ready to work on premise and be open for rotations shift as needed.
    • in managing ITIL based ITSM service operations.
    • communication, coaching, and mentoring skills
    • to effectively deal with stakeholders.
    • analytical and problem-solving skills to solve complex issues.
    • proven initiative and results.
    • effective Communication, People management & Training Skills– Verbal and Written
    • Certified (V4 preferrable)
    • in using advanced tools including Service Now, HPSM and IT Asset Management.
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