Job Title : Service Delivery Manager
Job Location: Bangalore
Company Description:
Krish is a leading provider of cloud managed services, specializing in delivering high-quality solutions on Azure and AWS platforms. We are committed to ensuring our customers receive top-tier service and support, enabling them to leverage cloud technologies to their fullest potential.
Job Overview:
We are seeking an experienced Service Delivery Manager to lead our Cloud Managed Services team. The ideal candidate will have a proven track record in managing and delivering managed services on Azure and AWS, with a strong focus on customer satisfaction and service excellence.
Summary of Responsibilities:
• Service Delivery Management:
o Oversee the delivery of cloud managed services to ensure high-quality service and customer satisfaction.
o Manage Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to meet or exceed customer expectations.
o Create Monthly and Quarterly Reporting and facilitate Quarterly Business Reviews with customers.
• Customer Relationship Management:
o Develop and maintain strong relationships with customers, acting as the main point of contact for service delivery issues and escalations.
o Ensure a high level of customer satisfaction by proactively addressing and resolving issues.• Operational Excellence:
o Create and manage standard operating procedures to ensure consistent and high-quality service delivery.
o Manage change requests and escalations, ensuring timely and effective resolution.
o Implement and oversee continuous improvement initiatives to enhance service delivery.
• Vendor Management:
o Manage relationships with vendors and service providers to ensure seamless service delivery.
o Negotiate contracts and manage vendor performance to meet service delivery requirements.
• Leadership and People Management:
o Lead and mentor a team of service delivery professionals, fostering a culture of excellence and continuous improvement.
o Provide regular performance feedback and development opportunities for team members.
Qualifications:
• Minimum of 8 years of experience as a Delivery Manager, specifically in delivering managed services for customers on Azure and/or AWS.
• Expert in managing SLAs, KPIs, monthly and quarterly reporting, and conducting Quarterly Business Reviews.
• Proven experience in customer relationship management and delivering high-quality service.
• Strong experience in creating and managing standard operating procedures.
• Excellent communication and people management skills.
• Strong leadership skills with the ability to inspire and motivate a team.
• Experience in managing change requests and escalations effectively.
• Vendor management experience, with the ability to negotiate contracts and manage vendor performance.
• Excellent problem-solving skills and the ability to think strategically.
• Strong experience in creating and managing shift schedules for 24×7 coverage across the APJ Locations.
Preferred Qualifications:
• Certifications in Azure and/or AWS.
• ITIL certification or similar IT service management qualification.
Interested candidates can send their CV’s to careers@suventure.in/husnara@suventure.in
