Job Summary
Oversee the end-to-end service delivery process, ensuring alignment with client expectations and business objectives
•Working on Solution Designing and Proof Of Concept (POC) testing for validating the scope and feasibility of business requirements within the existing solution package
•Lead a team of professionals, providing mentorship and guidance to enhance their performance and career growth
•Develop and maintain service level agreements (SLAs) and key performance indicators (KPIs) to monitor service delivery effectiveness
•Conduct regular service reviews with the clients addressing concerns and identifying opportunities for improvement
•Implement continuous improvement initiatives to optimize service delivery workflows and enhance client satisfaction
•Act as the primary point of contact for client escalations and ensure timely resolution of issues
•Coordinate with cross functional internal teams to ensure timely and accurate service delivery, addressing any issues that arise
•Gather and analyze service performance data to identify trends and opportunities for improvement
•Build and maintain strong relationships with client, acting as a point of contact for service-related inquiries
Qualifications
•12+ years of experience in service delivery management or related roles
•Proven track record of successfully managing service delivery for enterprise-level clients
•Strong understanding of ITIL framework and best practices in service management
•Exceptional communication and interpersonal skills, with the ability to build relationships with clients and stakeholders
•Ability to analyze data and generate insights to inform decision-making
•Excellent verbal and written communication skills
•Ability to work collaboratively in a team-oriented environment
•Having a proven track record in leading and managing large teams
Preferred Skills
•Experience in project management methodologies such as Agile or Scrum
•Familiarity with service management tools and platforms
•Relevant certifications, such as ITIL, PMP, or Six Sigma
Key Responsibilities
•In depth knowledge of Warehouse Management System: Manhattan WMOS and SCI from Manhattan
•Excellent understanding of integration development
•In depth knowledge of Transportation Management Systems (generic)
•Proficiency in service management software and tools
•Strong analytical skills with experience in data analysis and reporting
•Familiarity with cloud services and infrastructure
•Strong understanding of ITIL framework