Job Title: Service Delivery Manager
Qualification: B. E / Equivalent Qualifications
Experience: 10+ Years
Responsibilities:
- Responsible to lead the Service Delivery and CSAT of Business-Critical Applications for Large Enterprise Customers in India and GCC Countries.
- Manage Pre-Sales for Omni Channel and AI Cloud Contact Center and Infra Monitoring/ITOM Applications.
- Handle Level 2 and L3 troubleshooting for Cloud Contact Centers, ITOM Solutions, Windows/Linux Servers, Hyper Converged Infra, VoIP Protocols, Omni-Channel Interactions, QA and QM Modules.
- Oversee IVR Builds, Complex Integrations, API builds, and CRM Integrations.
- Provide problem resolution, Root Cause Analysis, and Action Plans.
- Ensure Life Cycle Management of Platforms within the Applications framework.
- Minimum 5 years of experience in a similar role within an SI Company.
- Strong knowledge of ICT Infrastructure solutions, Telco, and Network Layer.
- Experience with Contact Centers, Telcos, and BPO’s NOC in ITIL frameworks.
- Ability to analyze problems and provide robust solutions.
- Strong understanding of monitoring and Contact Center Applications, ITOM/EPM tools, Security tools, and Backup tools.
- Excellent communication, leadership, and organizational skills.
- Relevant industry certifications (Contact Centers, Microsoft Technologies, Network, Project Management, ITIL).
- Flexibility to work in different shifts and time zones.
Mandatory:
-
Technical and business communication
- Project management and operational excellence
- People management and team leadership
- Good Communication – ability to communicate and articulate the message effectively and engage the person/s well during the conversation.
- Customer service and relationship management.
- Stake holder management - Ability to effectively engage the stakeholders, navigate through the day to day HR administration, people actions
- Problem Solving – ability to understand & diagnose the problem and propose solutions in the best interest of the organization & employees.
- Passion for Results – Demonstrate the sense of urgency to deliver results
