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Service Delivery Manager

1 month ago

Berkeley Heights, New Jersey, United States Tata Consultancy Services Full time

Job Summary

Tata Consultancy Services is seeking a seasoned Service Delivery Manager to oversee the operations of a support team with on-premise and Azure presence. The ideal candidate will possess a strong understanding of service management principles and be able to drive efficiency, customer satisfaction, and service standards.

Key Responsibilities

  • Establish and maintain quality standards for staff to adhere to in their daily duties.
  • Monitor and evaluate the service team's performance, providing regular feedback, coaching, and recognition to drive individual and team excellence.
  • Develop and implement service strategies to enhance customer experience and meet service objectives, analyzing customer feedback and addressing gaps or areas for improvement.
  • Audit the work of the team to identify inefficiencies and address them.
  • Collaborate with other departments to develop and implement strategies to improve customer satisfaction, increase service efficiency, and achieve business objectives.
  • Prepare and present regular reports to senior management on service performance, key metrics, and improvement initiatives.
  • Proactively identify opportunities for service improvement, recommending and implementing process enhancements, tools, or technologies.
  • Stay updated on industry trends, best practices, and emerging technologies in the service field, continuously seeking opportunities to enhance knowledge and skills.
  • Act as a point of escalation for complex customer issues, demonstrating good problem-solving skills and resolving conflicts in a professional and effective manner.

Requirements

  • 8+ years of experience in a similar role.
  • ITIL certification.
  • Hands-on work experience in medium to large enterprise setups, running MI calls, and performing incident management duties.
  • Awareness of change management, release management, and audit work processes in the IT spectrum.