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Service Delivery Manager
Service Delivery ManagerTata Consultancy Services • Saint Louis, MO
Service Delivery Manager

Service Delivery Manager

Tata Consultancy Services • Saint Louis, MO
30+ days ago
Job type
  • Full-time
Job description
  • Accountable for end-to-end responsibility of delivery across the departments
  • Ensures teams’ understanding of service levels and implements necessary steps to achieve the service levels
  • Provides periodic performance management reports to stakeholders on service levels
  • Facilitates overall administrative, personnel, technical, and other support as required to successfully perform
  • Provides continuous process improvements to enhance the Services provided to end customer, including management of execution of its Continuous Improvement Plan as it relates to this SOWManage on-call support roster for the production support team
  • Review engagement status and metrics
  • Resolve escalated issues related to operations
  • Ensure health checks for the engagement
  • Ensure consistent process across all Business areas or system groups
  • Should have some understanding of open system technologies such as Java/J2EE, XML, Spring, Struts, Rest APIs, Javascript, ReactJs, Angular JS.
  • Cloud migration experience will be plus.
  • Coordinate with senior management to ensure optimal governance
  • Review and management of KPIs and delivery dashboards, including utilization, service levels, and performance management, quality, and customer experience
  • Leading a team of geographically dispersed resources to deliver projects on time and within budget
  • Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence
  • Understanding the pipeline of demand and ensure to supply required resources
  • Define and establish mechanism to derive and monitor Support and ADM SLA/Metrics
  • Define and establish Governance – Weekly, Monthly and Executive
  • Identify risks and issues, report the same appropriately to customer
  • Ensure implementation of appropriate quality processes
  • Facilitate communication, coordination and team building activities
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Service Delivery Manager • Saint Louis, MO

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