Service Delivery Management Leader - ING01 - The Executive Center, One Horizon Center - Gurgaon

Service Delivery Management Leader

Description -

India Delivery Operations leadership role involves overseeing the delivery of services to clients or customers. The primary responsibility of the is to ensure that services are provided efficiently, effectively, and in line with customer expectations.

Job descriptions as below

Position: Service Delivery Management Leader (Manager, Account Delivery II - 00S33Q)

Role Overview: As a Service Delivery Management Leader, you will be responsible for managing and leading a team of service delivery professionals to ensure the successful delivery of services to our clients. You will play a critical role in maintaining strong relationships with customers, ensuring customer satisfaction, and driving continuous improvement in service delivery processes and ensure Account profitability.

Responsibilities:

• Team Leadership: Manage a team of service delivery professionals, providing guidance, support, and mentorship to ensure high performance and employee development.
• Client Relationship Management: Establish and maintain strong relationships with clients, acting as the primary point of contact for service delivery matters, addressing their needs, and ensuring customer satisfaction.
• Service Delivery Planning: Develop service delivery plans, considering client requirements, resources, timelines, and quality standards. Coordinate with internal teams and stakeholders to ensure smooth execution of service delivery processes.
• Performance Monitoring: Track and measure service delivery performance against established metrics and key performance indicators (KPIs). Analyse data and provide regular reports to stakeholders, identifying areas for improvement and implementing corrective actions.
• Process Improvement: Identify opportunities to enhance service delivery processes, streamline operations, and drive efficiency. Collaborate with cross-functional teams to implement process improvements, automation, and best practices.
• Issue Resolution: Address and resolve service delivery issues, including escalations, complaints, and conflicts. Work closely with internal teams to ensure prompt and effective resolution of customer issues.
• Contract Management: Collaborate with the sales and legal teams to negotiate service level agreements (SLAs) and contracts. Ensure compliance with contractual obligations and manage contract renewals and amendments.
• Risk Management: Identify and mitigate potential risks and challenges in service delivery. Develop contingency plans and proactive measures to minimize disruptions and ensure business continuity.
• Stakeholder Communication: Communicate effectively with internal and external stakeholders, including clients, senior management, and cross-functional teams. Provide regular updates on service delivery performance, initiatives, and strategic plans.
• Industry Awareness: Stay updated with industry trends, emerging technologies, and best practices related to service delivery management. Continuously enhance your knowledge and skills to drive innovation and maintain a competitive edge.
• Manage ARC Process

Qualifications:

• Bachelor's degree in business administration, information technology, or a related field (Master's degree preferred)
• Proven experience in service delivery management, with a track record of successfully managing and leading teams

Knowledge and Skills

• Strong knowledge of service delivery processes, methodologies, and best practices
• Excellent communication, interpersonal, and relationship-building skills
• Analytical and problem-solving mindset, with the ability to analyse data, identify trends, and make data-driven decisions.
• Ability to apply business management, financial concepts & contracts knowledge to analyse business needs and develop recommendations.
• Ability to understand & analyse an issue or problem to develop & implement a corrective action plan.
• Applies appropriate knowledge and methods to resolve very complex business issues with significant impact to organization.
• Leadership ability to build & manage a cross cultural, cross tower, cross business team for effective & efficient customer support.
• Ability to manage risk proactively & effectively on high to very high-risk projects.
• Coaches & mentors’ MG1, Experts & specialist ADMs.
• Knowledge of IT service management frameworks (e.g., ITIL) and related certifications is a plus
• Proficiency in project management and collaboration tools

Job -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

25%

Relocation -

No

EEO Tagline - 

HP Inc. is EEO F/M/Protected Veteran/ Individual with Disabilities.