Service Delivery Manager

Job Title: Service Delivery Manager

Qualification: B. E / Equivalent Qualifications

Experience: 10+ Years

Responsibilities:

• Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.

• Manage Pre-Sales for Omni Channel and AI Cloud Contact Center and Infra Monitoring/ITOM Applications.

• Handle Level 2 and L3 troubleshooting for Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.

• Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.

• Provide problem resolution, Root Cause Analysis, and Action Plans.

• Ensure Life Cycle Management of Platforms within the Applications framework.

Requirements:

• Minimum 5 years of experience in a similar role within an SI Company.

• Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.

• Experience with Contact Centers, Telcos, and BPO’s NOC in ITIL frameworks.

• Ability to analyze problems and provide robust solutions.

• Strong understanding of monitoring and Contact Center Applications, ITOM/EPM tools, Security tools, and Backup tools.

• Excellent communication, leadership, and organizational skills.

• Relevant industry certifications (Contact Centers, Microsoft Technologies, Network, Project Management, ITIL).

• Flexibility to work in different shifts and time zones.

Mandatory:

• Technical and business communication

• Project management and operational excellence

• People management and team leadership

• Good Communication – ability to communicate and articulate the message effectively and engage the person/s well during the conversation.

• Customer service and relationship management.

• Stake holder management - Ability to effectively engage the stakeholders, navigate through the day to day HR administration, people actions

• Problem Solving – ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.

• Passion for Results – Demonstrate the sense of urgency to deliver results

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