Service Delivery Manager - Digital
Program management, AMS, and managed large teams
Role Overview :
- 15 to 20 years of experience
- ITIL certified or excellent knowledge of ITIL framework / processes
- Experience in managing AMS / production support of large engagements with exposure to Digital Business
- Oversee the daily operations of the AMS team as well as participate as an active member
- Act as a mentor and provide oversight, coaching, etc
- Be the point of contact for any escalation
- Analyze data and implement process improvements
- Clearly communicate escalated issues
- Monitor team performance and report on metrics
- Ensure that all customer inquiries and issues are solved correctly and promptly and professionally.
- Participate in P1 / P2 calls
- Record and track SLAs, contractual commitments, risks and share reports
- Review and optimize cost by implementing relevant solutions
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