Service Delivery Manager
4 weeks ago
HCLTech seeks highly talented Service Delivery Managers to drive technological innovation through expertise and creativity.
Key Responsibilities
- Oversee daily operations of AMS SCM team and participate actively
- Mentor and guide team members with oversight, coaching, and support
- Be point of contact for escalations and ensure prompt resolution
- Analyze data and implement process improvements
- Communicate escalated issues clearly and effectively
- Monitor team performance and report on key metrics
- Ensure all customer inquiries and issues are resolved correctly and promptly
- Participate in P1P2 calls and maintain open communication
- Track and report on SLAs, contractual commitments, risks, and share insights
- Optimize costs by implementing relevant solutions and strategies
Requirements
- Minimum 15 to 20 years of experience in IT service delivery
- ITIL certification or excellent knowledge of ITIL framework processes
- Experience in managing AMS production support with exposure to SCM
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