• Frontier Business Systems - Service Delivery Head - IT Infra/System Jobs in Bangalore,India - 23859940

  • Frontier Business Systems

Job Description:

Frontier Business Systems Pvt Ltd


SDM cum Project Manager - Roles & Responsibilities

- Service Delivery Manager cum Project Manager - role is a strategic role within Frontier This person reports to Service Delivery National Head He acts as a single point of contact for Service Delivery operations, Project Management & service Desk

1 Customer Service Management & Satisfaction Enhancement

2 Resource Management

3 Team building & Training

4 Account Management

5 Vendor Management

6 People & Performance Management

Direct reporting of all engineers across all IMS Clients

E- SAT Management Employee satisfaction to be managed for the region through

Competency Management - To maintain the competency as per the organization requirement

a Skill assessment and planning for the region

i Half yearly Skill assessment

ii Individual skill development plan and tracking

iii Training requirements and plans

b Up-skilling and multiskilling the team as per the skill planning

c Soft skill development

d Certification - nominate the eligible team for certification as per the organizational requirements and ensure the timely completion of certification

7 Commercials & Services Revenue

- Responsible for identifying opportunities and giving leads to respective CSDMs / Sales personals

- Additional AMC opportunities from existing accounts

- Professional services opportunities from existing accounts

- Ensure smooth renewal of AMC contracts through seamless service delivery, C-SAT and customer relationship

- AMC to AMC conversion rate > 80%

- Zero AMC drop due to service delivery issues

1> CSAT & Delivery Excellence (Customer satisfaction thru superior service delivery)

- Account Manager for catering to existing and new clients pertaining to renewals, addition of new clients, focus on revenue / profitability

- participate in monthly SLA performance review with clients and internal stakeholders to facilitate Business Continuity

- Enhance client satisfaction with regular client interactions based on project requirements, through prompt resolution of issues and qualitative service delivery

- review of deliverables of clients and implementation of methodologies for enforcement of project standards

- Optimize resource utilization, survey of new clients implementation of manpower and manage day to day activities in compliance to delivery schedules as per SLA

- Ensure compliance to project delivery schedules and other SLA parameters

- Generate/ update various status reports for top level management on regular basis

- Interact with the business development team with regards to implementation of new clients

- Conducted training sessions for engineers (hardware/ software/ tools/ applications) for new updates

- Efficient Leader & Player, combining communication, interpersonal & problem solving skills with analytical, decision making and leadership capabilities to enhance organizational objectives, needs

- Liaise with the incident manager/ engineers/ partners for pending & critical incidents


- CSAT should be maintained at > 90%

- Immediate corrective action on negative feedbacks from customer and update in CRM

> 90% positive feedback on all implementation projects we do

- Customer appreciation letters for projects and incident support

- Feedback survey to be done for each completed implementation project (Feedback form to be prepared and used)

- Special Focus on Key A/c- s, Top Coverage A/cs as defined by the Regional Head

- Service delivery plan and readiness for Key & Top accounts

- Scheduled performance reviews for Key and Top 20 accounts for the region

Project schedule management -

- Create detailed project plan along with the solution architect and respective CSDMs

- Prepare the resource plan for project implementation co-ordination with USD and ensure the resource availability

- Track and report the deviation on plan v/s execution timelines

- Timely execution and completion of projects as per plan with customer sign off

- Manage the IS / PS implementations for the region without any customer escalations

Service level Management -

- Response SLA to be met > 95% for Incidents and Service Requests

- Resolution SLA to be met > 70% for Incidents and Service Requests

- Timely escalation to OEMs for all eligible cases

- Ensure the technical escalation matrix is followed by engineers with in the time lines

Escalation management -

- Manage the customer escalations for the region till positive closure

- Customer escalations to the higher management should be less than 5 cases per quarter

- Ensure the internal escalation matrix is followed in all customer escalations - Both technical and management escalation flow

- Ensure the customer experience is maintained positive and manage customer perception

- Ensure that the Engineer is provided with adequate management support to complete the technical activities

- Regional performance reporting

- Project status reports

- CSAT reports

- Escalation reports

- SLA reports

- Training and certification reports

Apply/call 9844844281 - Hema - HR

Profile Summary:

Employment Type : Full Time
Salary : Not Mentioned
Deadline : 20th Apr 2020

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