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Service Delivery Manager in Atlanta, GA – HCL/ AGM
Ref No.: 18-35643
Location: Atlanta, Georgia
Position Type:Contract
Experience Level: 9 Years
Start Date: 05/28/2018
Title:  Service Delivery Manager
Duration – Contract
Location– Atlanta, GA
Client: HCL America 
Job Purpose:
Service Delivery Manager is accountable for managing service delivery for a dedicated client account promoting the continuous improvement of productivity, service quality and customer satisfaction.

Service Delivery Manager is focused on:

§  Delivering service that meets SLA and delights the customer
(KPI: SLA achieved & high customer satisfaction)

§  Achieving productivity improvements
(KPI: Value for customer & enhanced margin)

§  Transforming and growing the business
(KPI: Further profitable service revenue)

§  Developing strong relationships with Customer(s) and teams
(KPI: Strong network in place & people development is evident)

§  Manage Profitability - responsible for Budgeting, P/L and Financial Management
Required Skills:
1.     Lead and Manage large teams spread across multiple geographies focusing on Service Desk and End User Computing tower.
2.     Strong ITIL Processes knowledge
3.     Vendor Management & Contract Negotiation Skills & Experience.
4.     Overall Strong knowledge and experience in Service Desk, End User Computing & End User Experience Management areas
5.     Strong written and verbal communication skills
6.     Strong Analytical and Presentation Skills
7.     Budgeting and P/L management experience
8.     Strong interpersonal skills – Build and Manage customer relationship at Dir/Sr. Dir/CXO level
9.     Strong knowledge and experience in IT Operations management
10.  Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members