Key Responsibilities

- Service Management: Oversee the delivery of services to clients, ensuring that they meet quality standards and are delivered on time and within budget.
- Client Relationship Management: Build and maintain robust relationships with clients, understanding their needs and ensuring satisfaction with services provided.
- Team Leadership: Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.
- Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.
- Reporting and Analysis: Monitor service delivery metrics and prepare reports for senior management, highlighting performance against KPIs and areas for improvement.
- Risk Management: Identify potential risks in service delivery and develop mitigation strategies to minimize impact on clients and the organization.
- Collaboration: Work closely with other departments, such as sales, operations, and IT, to ensure seamless service delivery and client satisfaction.
- Reviews SOW and suggests changes to the engagement manager
- Manage incoming tickets triage & SLAs
- Accountable for adherence to Infosec requirements
- Accountable for DR/BCP Readiness




- Ownership of adherence in line with agreed SOW, in line with security policies, cost & schedule
- Plans for training of staff on new technologies & new staff members
- Ensure that scope and business needs of project meet the budget
- Monitor customer satisfaction metrics on a regular basis, ensuring that client expectations are met
- Analyse trends, Facilitate and work with the project team on creating solutions to improve customer satisfaction
- Respond to out of hours support planned & adhoc

Skills and attributes for success

- 10+ years of experience in service Delivery with Managing Production support Engagements
- Experience in Insurance Domain, preferably in Life and Annuity
- Familiarity with the Integration Technologies, Data Lake, Insurance SAS Products
- Excellent troubleshooting and communication skills
- Attention to detail
- Should have understanding and experience of software development best practices.
- Familiarity with ITIL Process
- Excellent business communication skills
- Education in Information Technology or equivalent working experience
- Have exposure to working in shifts and on-call support.

📌 TechOps-AMS-SDM-Manager (Kochi)
🏢 EY
📍 Kochi