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Service Delivery Manager - Infrastructure

Eingestellt von Next Ventures Ltd

Gesuchte Skills: Support

Projektbeschreibung

Mandatory requirements:
Managerial
10+ years work experience and should have idea of how to manage production support team and escalations
Should be able to manage multiple teams(support areas) across multiple geographies in onsite-offshore model
Able to manage customer expectations and escalation even during out of office hours
Interact with customers on a daily basis.
Coordinate with TCS Support Partners on day to day operations
Coordinate with portfolio leads to provide service improvement proposal
Introduce best practices.
Manage Performance Targets with 3rd-Party vendors based on customer SLAs

Deliverable
Drive the support team to resolve calls raised by business within defined SLA in office and out of office hours
Able to work with the team to provide timely inputs and recommendations for improvement to the customer on a proactive basis
Prepare service and status reports and sent to customer on a regular basis
Owns overall responsibility of all service delivery
Review of all deliverables to be sent to customer
Establish all process and procedures for the team to work with the customer
Plan and prioritise work for team members based on requirements provided by customer
Responsible for developing the Standard Operating Procedures

Personal
Should be able to communicate in French and English fluently (verbal and written)
Able to talk with customers to get an understanding of the business and technical knowledge of the system
Able to Work under pressure and prioritise workload
Methodical and conscientious
Able to work with minimal supervision
Experience of mentoring team

Projektdetails

  • Einsatzort:

    Paris, Frankreich

  • Projektbeginn:

    asap

  • Projektdauer:

    Keine Angabe

  • Vertragsart:

    Contract

  • Berufserfahrung:

    Keine Angabe

Geforderte Qualifikationen

  • Kategorie:

    Sonstiges

  • Skills:

    support

Next Ventures Ltd