Service Delivery Manager

6 - 8 years of experience
Job Description
Service Desk
_Define monitoring and measurement parameters for the process in-line with defined deliverable and signed-off SLA
_Train team members on changed processes / procedures
_Give feedback on the basis of performance against benchmark
Incident Management (IM)  
_Identify process deficiency & drive process efficiency
_Plan and build organization / team
_Achieve improved availability through improved service restoration methods
Problem Management
_Drive Problem Management process steps to achieve desired results
_Identify training needs
_Analyze cause and effect at process level 
Change Management (CM)  
_Present and review change plans to identify anomalies
_Analyze change records / process and establish trends and problems
_Implement change process through training / coaching
Configuration Management
_ Audit CMDB ( configuration management database) for correctness and completeness of Cis (Configuration Information)
_Achieve no surprise elements due to out of date CMDB
_Analyze process for deficiency & run training campaign
_Audit and review process to strengthen the CMDB process management

Release Management (RM)
_Analyze the Releases from quality, timelines perspective
_Supply inputs to Incident and Problem management teams 
_Implement process in its lifecycle 
_Monitor for strict adherence
_Decide on Release in full / partial / delta as the case may be
Availability Management (AM)
_ Implement Availability requirements
_Monitor and control process adherence
_Monitor performance degradation due to Service interruption / down time 
_Analyze performance of AM process
_Implementation of Availability Management process on basis of:
Business Plans , Customer SLA''s , Risk identification mechanism , Compliance management  
_Ensure proper training of resources on defined Processes, metrics and audits
_Process performance monitoring to identify actual and potential failure modes  and take necessary actions to improve performance either at people or at process levels
Financial Management (FM)
_ Allocate costs as per catalogue for services obtained
_Monitor correctness of process & perform failure mode analysis of process
_FM process implementation and accounting process

Capacity Management (CM)
_Delegate responsibility for performance and capacity monitoring and alerting tasks
_ Report provision and advice to other areas of IT and the business.
ITSCM (Information Technology Service Continuity Management)
_Decide on Initiating BCM
_Define policies &  process authority

SLA management
_Create & update service catalogue
_Update and run service improvement program
IT Security Management
_ Define  and manage IT Security policy &  assign responsibilities for sub processes
Vendor Management (VM)
_Define VM in RFP, selection, compliance criteria on various requirements
_Co-ordinate with internal and external functions related to VM Process(e.g. Customer, CM, PM etc.) and ensure that required support is available for effective and efficient IM Process
Business Relationship Management  
__Drive service improvement programs aiming at increasing C-SAT
_Communicate and convince to the customer on the achievements of SIP for increasing C-SAT

Technical Skills
IT Infrastructure Management (F)
Incident Management (F)
Problem Management (A)
IT Change Management (A)
Configuration Management (A)
Release Management (F)
Availability management (F)
Financial Management (A)
IT Capacity Planning (A)
IT Service Continuity Management (ITSCM) (F)
Service Level Management (F)
IT Security Management (F)
Vendor Management (F)
Business Relationship Management (F)
Behavioral Skills
Email  Communication, Presentation, Public Speaking  (P)
Strategic Thinking, Transactions Processing, Planning (P)
Analytical Thinking, Scientific Temperament (A)
Interpersonal Skills (P), Nurturing Relationships (A)
Customer Service Orientation, Business Appreciation (A)

 Proficiency Legend: (A) - Aware;  (F) - Familiar;  (P) - Proficient;  (E) - Expert.
We are an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law.