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 specialists, 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 & recent 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