Managers - MSP
Location: Hyderabad Office
Work Setting: 24x7 Operations Support

Overview:
Oversee the operations of the business during a specific time or work shift. Manage employees assigned to a particular shift and ensure they are working on their specific tasks. Ensure required manpower is met. Responsible for monitoring sales, balancing finances, maintaining records, and responding to challenges during the shift.

Key Responsibilities:
Operational & Team Management
• Team Supervision and Leadership
• Assigning Tasks and Delegating Duties Effectively
• Providing Guidance, Motivation, and Training
• Ensuring Operational Targets and KPIs Are Met
• Monitoring Daily Activities and Adjusting Workflows as Needed
• Coordinating with Different Departments for Smooth Operations
• Ensuring High Standards of Customer Service Are Maintained
• Handling Escalated Situations
• Addressing MSP Customer Complaints and Resolving Issues in a Timely Manner
• Ensuring Compliance with Company Policies and Regulations
• Monitoring Work Practices to Maintain a Protected and Compliant Workplace




• Maintaining Shift Records, Logs, and Reports
• Communicating Shift Performance and Issues to Upper Management and Ensuring Shift Handover Compliance
• Review and Approve Timesheets
• Weekly and Monthly Review Calls, Publishing Reports and Metrics
• Coordination with Offshore and Onsite Stakeholders

Delivery & Operations Excellence
• Governance of Delivery Processes and Standards
• Risk and Issue Identification, Tracking, and Mitigation
• Escalation Management and Resolution
• Senior-Level Team Management (including L3 Engineers)
• Performance Management, Career Lattice Planning, and Scorecard Reviews
• Defining and Monitoring KRAs and SLAs
• Application of ITIL & ITSM Frameworks
• Driving Delivery Excellence through Continuous Improvement Initiatives

Technical Delivery Expertise
• Proven experience in Infrastructure Delivery/Operations across On-Premises and Cloud Environments
• Hands-on ex

📌 Senior Service Delivery Manager Hyderabad
🏢 SHI Solutions India
📍 Hyderabad