Delivery

Mumbai

Permanent

Job Title: Service Delivery Manager

Qualification: B. E / Equivalent Qualifications

Experience: 10+ Years

Responsibilities:
Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.
Manage Pre-Sales for Omni Channel and AI Cloud Contact Center and Infra Monitoring/ITOM Applications.
Handle Level 2 and L3 troubleshooting for Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
Provide problem resolution, Root Cause Analysis, and Action Plans.
Ensure Life Cycle Management of Platforms within the Applications framework.

Requirements:
Minimum 5 years of experience in a similar role within an SI Company.
Robust knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
Experience with Contact Centers, Telcos, and BPO’s NOC in ITIL frameworks.
Ability to analyze problems and provide robust solutions.




Robust understanding of monitoring and Contact Center Applications, ITOM/EPM tools, Security tools, and Backup tools.
Excellent communication, leadership, and organizational skills.
Relevant industry certifications (Contact Centers, Microsoft Technologies, Network, Project Management, ITIL).
Flexibility to work in different shifts and time zones.

Mandatory:
Technical and business communication
Project management and operational excellence
People management and team leadership
Positive Communication – ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
Customer service and relationship management.
Stake holder management - Ability to effectively engage the stakeholders, navigate through the day to day HR administration, people actions
Problem Solving – ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
Passion for Results – Demonstrate the sense of urgency to deliver results

📌 Service Delivery Manager Mumbai
🏢 Intertec Systems
📍 Mumbai