Service Delivery Manager

Onboarding of new clients: Analyzing and Defining the WBS to the project teams into manageable clods for each individual. Monitoring and usage of inter mapper for the device status and their details of Analysing the health checks and publish the reports to the clients on the status of the sites and the devices that could become an impact to the business and to rectify it well in advance to reduce the impact to the business. Flawless execution of project with Key internal and external stakeholders on time with budget and as per agreement. Determining the start and the termination phases of sites liaising with the clients. Ensure the team skills are being utilized optimally with no escalations. Creating and maintenance of in-depth activity reports and and timeline that demonstrates the tasks and the stages of completion of the project. Identification and mitigating the risks involved to reduce the possibility of reoccurring risks which reduces the impact on the project. Problem solving skills, Negotiation and decision-making capabilities, customer centric and effective towards Organisation profitability. Hands on FMS and DMS applications pertaining to client onboarding and termination. Scheduling of resources for the process and recruitment of specific key skills that is requiredfor the deliverable. SLA’s and Client reports with direct interaction to address and improve the quality of service continuously. Monthly / Weekly -operations review meeting with specific clients and the client managers Managing the transition of the project and the process as when we extend the scope ofsupport and service.Accountable for all Major incident and action until the PIR is complete with RCA subjected to the client requirement.

Deputed in Client Location from Cognizant : First Point of contact for all production related issues , and Priority Handling.and Expertise in Monitoring both internal and external dashboards, server and services in production environment and also handling production related issues in data center operations

 Experience in handling Incident flows as Incident coordinator and support for user issues during Peak seasons Managing high critical incidents for timely response and prompt follow up with user to ensure timely completion  Dealing with user escalations for Incidents and user service requests Ensuring correct execution of Incident Management Processes  Monitoring of incidents and taking the actions necessary to meet business targets  Primary contact for maintaining email flows and coordinating teams for the same

Implemented Country: Gambia and Sierra Leone-New ImplementationTeam Size; Roles & Responsibilities