Position Title: Service Delivery Manager – IT Apps
Location: Vashi, Navi Mumbai
Reports To: Director – IT India
Overall Job Purpose: The purpose of this role is to manage and be responsible for the delivery of IT services provided by and from the Unipart IT Services India organisation, predominantly based at and delivered from our Navi Mumbai office. The IT services provided span multiple competency groups encompassing all ITIL processes, with a primary emphasis upon Service Operation.
The role is responsible for the delivery of the services to the IT managers within the wider Unipart business that hold the primary contractual responsibility for the delivery of the service to the clients. In practice, this will entail complex application and systems engagement with managers, service owners, and team leaders across the geographical regions of the Unipart business, including the UL IT teams in the UK.
Key Responsibilities:
● Responsible for Incident Management, Problem Management Configuration Management, Demand Management etc.
● Implement Industry based best practice methodologies and standard ways of working based on ITIL methodologies to ensure the highest quality delivery of outputs from the team. ● Team Management. ● Responsible for leading and owning critical customer communications, including regular status reviews, to ensure effective delivery and customer satisfaction
● Administering and managing Statements of Work and SLAs, ensuring the SLAs and KPIs are achieved as defined in the SOW. ● Responsible for Service Improvement Plans. ● Provide status reports. ● Identify issues, risks and manage them. ● Responsible for managing end to end delivery ● Conduct periodic delivery reviews identify issues and resolve them advise on risks and suggest corrective actions
● Work with stakeholders to build capability plans in line with upcoming requirements includes cross training and upscaling ● Work closely with customer management to understand the business requirement fo