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  • 15 - 18 Years
  • Posted : 30 days ago

Job Description:

Client Delivery Manager SD Service Delivery Management Mumbai, India Client Delivery Manager Looking for the next step in your career Enjoy a challenge Do you have an ambition for innovation Want to make a difference

If you join our growing global team, youll be working for an industry leader with offices across five continents, in over 47 countries and more than 28 000 employees You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital eraYoull be part of a team whos passionate about making a difference to the way technology shapes how we live and work whether its protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things

Youll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success You provide the skills, passion and ideas, and well provide the platform to realise your ambitionsGreat talent Great teams Great work Great opportunities

Want to be part of our team

The role takes responsibility to provide continuity in service and act as an advocate for client within Dimension Data They support the business by taking responsibility for overall Contract management for medium to large complex contracts They are responsible for ensuring client satisfaction, service delivery and contract profitability for their assigned client contracts can be specific client accounts or a group of accounts

The role may operate across multiple sites or for Dimension Data Support Services offering They are the primary interface managing the services relationship between the client and Dimension Data The Service Delivery Managers will own the service governance structure, schedule and run all service management review meetings, and ensure all processes and documentation are in place

The Service Delivery Manager role is a chargeable service in the Uptime Proactive Support Service (PSS) option They are responsible to perform client facing activities in service activation of Uptime Support Services, support and coordinate with GDC in service activation to ensure successful completion It is the responsibility of the Service Delivery Manager to identify trends and areas of improvement in service delivery and communicate this information to regional and global stakeholders

What youll be doing

Stakeholder engagement Internal Client Success, Service Delivery Management function, GDC Service Operations, Technical Account Manager, Project Management, Service Operations Manager, Transition Manager, Major Incident Manager
External Clients, suppliers and/ or vendors

Value Chain Linkage Service Operation
Service Transition
Continuous Service Improvement
Client Success/ Services GTM
Service Delivery Manager refers to the Service Deliver Assurance service, ie one of the 10 Proactive Support Services options paid by the client

Skills and attributes

Relationship Management

Identifies the communications needs of each stakeholder group in conjunction with business owners and subject matter experts Translates communications / stakeholder engagement strategies into specific tasks Facilitates open communication and discussion between stakeholders, acting as a single point of contact by developing, maintaining and working to stakeholder engagement strategies and plans Negotiates with stakeholders at senior levels, ensuring that organisational policy and strategies are adhered to Provides informed feedback to assess and promote understanding

Contract Management

Oversees and measures the fulfillment of contractual obligations Uses key performance indicators (KPIs) to monitor and challenge performance and identify opportunities for continuous improvement Develops strategies to address under-performance and compliance failures, including application of contract terms Identifies where changes are required, evaluates the impact, and advises stakeholders about the implications and consequences for the business and/or the procurement element of programmes/ projects Negotiates variations and seeks appropriate authorisation Actively supports and engages with experts and stakeholders to ensure continuous improvements are identified through review and benchmarking processes Develops and implements change management protocols

Service Delivery Management

Ensures that service delivery meets agreed service levels Contribute to services catalog In consultation with the client negotiates service level requirements and agrees service levels Diagnoses service delivery problems and initiates actions to maintain or improve levels of service Establishes and maintains operational methods, procedures and facilities in assigned area of responsibility and reviews them regularly for effectiveness and efficiency

Financial Management

Monitors and maintains all required financial records for compliance and audit to all agreed requirements Assists all other areas of IT with their financial tasks, especially in the areas of identification of process, service, project and component costs and the calculation and subsequent reduction of all IT service, project, component and process failures Contributes to financial planning and budgeting Collates required financial data and reports for analysis and to facilitate decision making

Business Risk Management

Investigates and reports on hazards and potential risk events within a specific function or business area

Work Outputs

Assigned Service Delivery Manager

The Service Delivery Manager ensures overall relationship governance structure is in place and creates this governance alignment between the client and Dimension Data They act as an ambassador of Dimension Data and representative of clients organization, communicate the clients needs back to Dimension Data, and manage the services relationship across multiple service delivery teams They preserve and maintain the quality, integrity and availability of the services, and are responsible for the execution phase of the services contracts They work respectively with internal service delivery teams to evaluate/ qualify change orders and contract management team to ensure change orders are managed and billed accordingly They maintain overall contractual governance to ensure compliance, and drive consistency of services

Responsible for service activation

The Service Delivery Manager is responsible to ensure successful service activation of Uptime Support Services They perform client facing related activities during service activation, work closely with GDC in resolving service activation issues and ensuring all necessary information is obtained, and support GDC in activating the service successfully GDC will practice a 3-strike rule where if information remains pending from client after 3 chased attempts, the service activation order will be cancelled

Capture and manage minutes, agenda items, actions, and decisions

The Service Delivery Manager ensures that all meeting-related tasks are actioned, including scheduling of meetings, management of attendees, capturing of inputs / outputs, and management of minutes, agendas, actions, and decisions taken from meetings This is to provide a traceable history of meetings and their outcomes and to enable improved governance

Single point of reporting access

The Service Delivery Manager ensures that all reporting and additional service collateral is maintained and delivered via the Manage Centre portal, including all reports for service availability, performance and capacity management, service level management etc

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services
Functional Area : IT Software : Software Products & Services
Role : Project Leader/ Project Manager
Salary : As per Industry Standards
Deadline : 16th Mar 2020

Key Skills:

Company Profile:

Dimension Data India Ltdarfix

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