Service Delivery Manager

We have an opening for a Service Delivery manager to deliver a support contract with customer and to manage the team of support engineers Service Delivery Manager is responsible for making sure that our service delivery teams seamlessly deliver services around the MDM Solution creating an exceptional customer experience that will result in increased business engagement and customer satisfaction Should have experience in service delivery management with indepth knowledge of escalation procedures incident management and other disciplines related to service delivery being able to form and maintain strong relationships with internal and external stakeholders Main responsibilities Monitoring of different communication channels to receive endcustomer enquiries as well as initial assessment and validation as per response SLA Handle and coordinate customer requests escalations and complaintsTriage endcustomer reported issues and respond to them via ticketing system email phone or meetingsCoordinate postincident reviews for critical incidentsMonitoring and managing Tier 1 support desk Tier 2 application support and other support functions to ensure optimal service deliveryManaging the service delivery schedules in accordance with project SLAs and KPIsTaking accountability for service delivery performance meeting customer expectations and driving future demandTaking ownership of incidents coordinating with resolution parties and establishing effective communication between stakeholdersEstablishing and maintaining strong relationships with teams internal and external stakeholders to enable effective dialogue exchange between departmentsDeveloping a deep understanding of projects endcustomers to gain insights into the scope of service delivery to provide the best service possibleRecommending methods of improvement and seeing that actions are implemented on time for service delivery upgradesIdentifying customer needs and overseeing service delivery within the business contextGuiding the service delivery team managing conflict and ensuring the teams processes and tasks are carried out efficientlySupporting the service delivery team that systems procedures and methodologies are in place to support outstanding service deliveryAnalyzing thirdparty as well as internal processes and creating strategies for service delivery optimizationProviding accurate and regular reports to the management on performance of the service deliveryMaintaining high performance levels for servicerelated processes and implementing improvement activities wherever necessaryDetermining ways to reduce efforts without sacrificing customer satisfaction Assessing customer feedback and using your creativity to establish improve and refine servicesImproving service documentation and creation update of knowledge base articlesRemaining organized and meet agreed deadlinesSupport in troubleshooting basic technical issues