Group Operations Manager - Service Delivery Management

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: Incident Management, Problem Management, Change Management, Request Management, Availability Management, Capacity Management, Continuity Management, SLA compliance, KPI compliance, OLA compliance, root cause analysis, financial forecasting, cost optimization, invoicing validation, service metrics, dashboards, service review meetings, governance models, budget management, efficiency opportunities, automation, team management, vendor management, skill alignment, performance management, CSI initiatives, process maturity improvements, best practices

Job Summary
1. Service Management & Operations
Own delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management
Ensure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]
Monitor service performance, trends, and risks; lead root cause analysis for recurring issues
Ensure operational stability in 24x7, multi‑vendor environments

2. Client & Stakeholder Management
Act as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]
Build and maintain solid relationships with customer stakeholders, vendors, and internal teams
Lead service review meetings, operational reviews, and governance forums
Manage escalations and ensure timely resolution with transparency

3. Governance & Reporting
Define and track service metrics, dashboards, and executive reports
Lead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]
Ensure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]

4. Financial & Commercial Management
Own budget, cost optimization, invoicing validation, and financial forecasting
Identify opportunities for efficiency, automation, and cost reduction
Support renewals, audits, and commercial discussions with accurate data

5. Team & Vendor Management
Lead onshore/offshore delivery teams and MSPs
Ensure resource planning, skill alignment, and performance management
Drive collaboration across technology towers and cross‑functional teams

6. Continuous Improvement & Transformation
Drive CSI (Continual Service Improvement) initiatives
Introduce process maturity improvements, automation, and best practices
Support transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]

Key Responsibilities
1. Service Management & Operations
Own delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management
Ensure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]
Monitor service performance, trends,



and risks; lead root cause analysis for recurring issues
Ensure operational stability in 24x7, multi‑vendor environments

2. Client & Stakeholder Management
Act as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]
Build and maintain strong relationships with customer stakeholders, vendors, and internal teams
Lead service review meetings, operational reviews, and governance forums
Manage escalations and ensure timely resolution with transparency

3. Governance & Reporting
Define and track service metrics, dashboards, and executive reports
Lead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]
Ensure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]

4. Financial & Commercial Management
Own budget, cost optimization, invoicing validation, and financial forecasting
Identify opportunities for efficiency, automation, and cost reduction
Support renewals, audits, and commercial discussions with accurate data

5. Team & Vendor Management
Lead onshore/offshore delivery teams and MSPs
Ensure resource planning, skill alignment, and performance management
Drive collaboration across technology towers and cross‑functional teams

6. Continuous Improvement & Transformation
Drive CSI (Continual Service Improvement) initiatives
Introduce process maturity improvements, automation, and best practices
Support transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]

Skill Requirements
1. Service Management & Operations
Own delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management
Ensure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]
Monitor service performance, trends, and risks; lead root cause analysis for recurring issues
Ensure operational stability in 24x7, multi‑vendor environments

2. Client & Stakeholder Management
Act as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]
Build and maintain strong relationships with customer stakeholders, vendors, and internal teams
Lead service review meetings, operational reviews, and governance forums
Manage escalations and ensure timely resolution with transparency

3. Governance & Reporting
Define and track service metrics, dashboards, and executive reports




Lead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]
Ensure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]

4. Financial & Commercial Management
Own budget, cost optimization, invoicing validation, and financial forecasting
Identify opportunities for efficiency, automation, and cost reduction
Support renewals, audits, and commercial discussions with accurate data

5. Team & Vendor Management
Lead onshore/offshore delivery teams and MSPs
Ensure resource planning, skill alignment, and performance management
Drive collaboration across technology towers and cross‑functional teams

6. Continuous Improvement & Transformation
Drive CSI (Continual Service Improvement) initiatives
Introduce process maturity improvements, automation, and best practices
Support transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]

Other Requirements
1. Service Management & Operations
Own delivery of services across Incident, Problem, Change, Request, Availability, Capacity, and Continuity Management
Ensure SLA / KPI / OLA compliance and drive corrective actions where required [Governance...Management | Word]
Monitor service performance, trends, and risks; lead root cause analysis for recurring issues
Ensure operational stability in 24x7, multi‑vendor environments

2. Client & Stakeholder Management
Act as the Single Point of Contact (SPOC) for service delivery matters [WSIB_respo..._Marcommed | Word]
Build and maintain strong relationships with customer stakeholders, vendors, and internal teams
Lead service review meetings, operational reviews, and governance forums
Manage escalations and ensure timely resolution with transparency

3. Governance & Reporting
Define and track service metrics, dashboards, and executive reports
Lead monthly/quarterly service reviews and continuous improvement discussions [Governance...Management | Word]
Ensure adherence to contractual obligations and governance models defined in the MSA / SOW [Master_Ser...ervices V3 | Word]

4. Financial & Commercial Management
Own budget, cost optimization, invoicing validation, and financial forecasting
Identify opportunities for efficiency, automation, and cost reduction
Support renewals, audits, and commercial discussions with accurate data

5. Team & Vendor Management
Lead onshore/offshore delivery teams and MSPs
Ensure resource planning, skill alignment, and performance management
Drive collaboration across technology towers and cross‑functional teams

6. Continuous Improvement & Transformation
Drive CSI (Continual Service Improvement) initiatives
Introduce process maturity improvements, automation, and best practices
Support transition & transformation activities during onboarding or scope changes [WSIB_respo..._Marcommed | Word]

📌 Group Operations Manager Service Delivery Management (Noida)
🏢 HCL Technologies
📍 Noida