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Senior Service Manager

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  • IT
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Job Details

role is aligned to the Service Management Delivery Team and has responsibilityfor leading the delivery of projects within a Practice. The GDC MS SDM hasresponsibility for a group of customers, and assumes responsibility for thecustomer from the acquisition of the customer in the transition phase throughthe customers life cycle.The SDM sharesthe overall objectives of the Practice Lead, and participates in initiativesand programs that are initiated at the overall practice level. In addition tothe participation in the overall management of the Practice, the GDC SDM isresponsible for the following within the scope of assigned associates and customersAssembles project deliveryteams, appoints team leaders, balancing mix and skills sets of associates tomeet project demandsResponsible for teamoperational schedules, hours of coverage, on call, etc.Acts as primary point ofoffshore contact with the customer and with the assigned Service ManagerParticipates in ServiceManagement meetings and all critical customer interactionsEnsure weekly, monthly andquarterly deliverables are achieved and reviews all customer roadmaps to ensureboth tactical and strategic impact can be achievedDeploys processes and ensuresteams comply with standards of deliveryOversees technical delivery andacts as a mentor as required to advance technical knowledge within teamsEnsures new knowledge isencapsulated in the form of best practices, processes and toolsParticipates in recruiting,interview and resource selection including people development, training &certificationIs the direct reporting managerfor all technical resources within his group, and recommends promotions,merits, and required HR actionsAdministers performanceimprovement plans when required for both projects and resourcesAdministrative activities likeERP, PSA, ADP, GHRTC, etc. for direct reports including expense managementKnowledge of ITIL framework, incident management, changemanagement and Problem management and using best practices.Ability to mentor and technically guide the project leads andteam members in meeting the SLAs as per the Statements of Work andpreparing SLA reports.Experience in administering and managing Statements of Work andSLA s, ensuring the SLAs and KPIs are achieved as defined in SOW.Will be responsible for - Team operational schedules, hours of coverage, on call, etc Ensuring all MS deliverables defined as per CMP is performed onevery project. Providing continuous improvement via SIP and Roadmaps. Tracking issues / Risk items on every project . SDA entry using ServiceNow. Help pre-sales teams for sales activities.The GDC SDM isalso responsible for the development of core knowledge and capabilities forInfrastructure/Operational and/or Application DBA skillsets, including DBAfeatures and tools. This includes ensuring resources are trained to utilizeestablished methodologies, tools and best practices and in the resourcedevelopment role, provide the leadership required to continuously improve theseassets through encapsulation of field based experience.
Degree: MCA/ PGDCA | ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | BCA (Computer Application)

Experience: 5-10


Project Leader/ Project Manager | System Administration
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