Service Delivery Manager

Act as Delivery SPOC for support services

To manage and ensure support service delivery to client while in a timely and efficient manner coordinating the efforts from team across multiple geographies

1. Transition

Ensure that Transition for support team is getting executed as per the plan by coordinating with the transition manager, client stakeholder and Infosys team

All the project deliverables( MOM, KT Playback document, recordings, checklists)are tracked and reported on time.

Proactively raise flags in case of any delays or challenges faced by the team during transition phase and ensure mitigation in timely manner

Ensure primary and secondary support are well taken up by Infosys team and gets themselves comfortable with the current processes to move to the steady state smoothly.

Ensure Transition is complete and handle reverse transition preparations for team to receive a BP team sign off for transition phase meeting all expected guidelines

1. Steady State

Manage movement to Steady state without disrupting and any impact on BAU tasks.

Manage region (UK,USA,NL) support across all that are scoped and well covered without any delivery slippage

Raise risk or challenges to BP leadership and help mitigating without affecting the service delivery.

Responsible for any customer complaints/queries resolution.

1. SLA/KPI Tracking and Compliance

Ensuring compliance and adherence to various service level agreements for support.

Responsible for ensuring that service level agreements are met, and that the services provided meet the required quality standards.

1. Weekly Governance review Setup and execution

Own and Run the weekly governance call between Infosys and client Leadership team

Provides regular and timely updates on service delivery and respond to client inquiries and concerns, if any

Track and monitor the performance of services, any support needed, identify areas for improvement, and implement changes as needed.

6.Managing and tracking budgets

Manage budgets for service delivery, ensuring that resources are allocated effectively and that costs are kept within budget.

7.Team Management

Responsible for building and maintaining high-performing teams, and for fostering a positive working environment.

Perform team building, team development, and conflict resolution activities.

Responsible for establishing an effective communication and reporting plan for the project team.

Regular tracking with the project teams on inter-dependencies, deliverables, risks, issues and helps with mitigations.

8.Transformation Continuous Improvement

Continuously evaluate and improve processes( including optimization/automation)to ensure that services are delivered efficiently and effectively.