Position Description:

The SDM is responsible for managing and developing Centroids support relationships and the delivery of Centroids managed service offerings across multiple client engagements. Establishing and maintaining robust client relationships is key in order to certify Centroid as a trusted advisor and proponent of our customer's business goals. The SDM plans and deploys support services as defined by the agreed upon Service Level Agreement and ensures deliverables are met. This role also includes an account management component by providing the link among projects, programs, clients, and support resources with the intent to grow client relations and Centroids' footprint.
Day-to-Day Responsibilities:

Coordination of support resources, as well as, facilitating communication with customers, internal partners, and vendors.
Lead team training to ensure the team is familiar with IT service delivery processes and best practices. Maintain knowledge set and capabilities of team functions,
Operations Support and People Management.




Manage and Oversee 24x7 Support Operations delivered by a Global Team.
Design and follow appropriate governance model/plan for SLA-based support contracts.
Drive cross-functional interaction to ensure successful and timely delivery of high-quality support services.
Ensure that systems, processes, and methodologies, as specified, are followed to ensure effective monitoring, control, and support of service delivery.
Manage multiple client engagements simultaneously.
Manage regular internal and customer-facing operational reporting including system uptime and utilization, incident management, resource forecasting and utilization, and overall account status.
Responsible for timely and accurate monthly billing in accordance with the client's contract. This includes regular reviews and management of resources time and timesheets.
Define and implement the required processes to enable the functioning of a global support center.
Ensure excellen

📌 Oracle Service Delivery Manager-10-15 Years Exp- Full time. (Hyderabad)
🏢 Centroid Systems
📍 Hyderabad