Service Delivery Manager

Tech Mahindra Limited
Manchester, UK
17 Jul 2019
25 Jul 2019
Contract Type
Full Time
Job title: HTOM

Location(s): Manchester , England

Minimum of 5 years' Service Delivery experience (usually as Service Delivery Manager)
+ Experience of Major Incident Management, in Enterprise-level companies
+ ITIL Foundation v3/4 certified (preferably also at least one ITIL Intermediate, eg ITIL Operations, ITIL Continuous Service Improvement)
+ Good history and background in Senior Stakeholder Management

• Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable
• Ensures follow-up and closure of critical problems with large strategic customers
• Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution
• Regularly interacts with Client customer and internal teams in a coordinated fashion to ensure problem resolution
• Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods
• Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE)
• Carries out reporting, SLA calculations and trending analysis
• Holds or contributes to Service Reviews with the customer

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