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Service Delivery Director

Mumbai, Maharashtra

Action India Pvt. Ltd

Job Description

Senior Service Delivery Manager:
Service Delivery Manager oversees a number of key functions that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. SDM need to establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities :

Service Management
Maintain high performing service support functions to ensure service availability
Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
should 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
Drive internal and third party service review meetings covering performance, service improvements, and quality and processes major changes will be discussed with the post holder.
Performance & Quality
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely m
Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
Provide regular and accurate management reporting on IT Service performance
effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Security compliance
o Vulnerability, Access and Authentication management
License compliance
Legal compliance
Technology compliance

Company Description

Cross Roads India Assistance, India’s first and largest road side repair assistance service... provider. Established in 1999, we have by our side 13 years of ground fleet management experience. We attend to over 1100 road side repairs every day and had so far handled over 1.5 Mn road side repairs. We are also recognised as a critical service provider under social security category hence we have been allotted with a four digit number 1922 for the safety of the general motorist.  Read full description

Additional Information

Last updated:
Job type:
Full time
Position type:
Minimum experience:
More than ten years
Compulsory Education
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