Service Delivery Manager - Hpe Grsb
Current#People Management # Service Delivery #Managed Services #Cloud and IT Infra #Strategy #Business #Customer #Analytics #Operations #Engagement #Talent # Project Management• Service Delivery – Key player for Delivery of services to customer, by escalation handling, elevation processes, incident reduction methods and achieving customer SAT.• Build - Implement - Move : Technical Support - Apply advanced subject matter knowledge to manage staff activities in solving common and complex business/technical issues within established policies. • Led Transitioning of processes - In adherence with the Operational requirements.• Ensuring CTQ closure: Productivity-Capacity Based Turn Around Time (TAT) through Time studies & Capacity• Led Process improvement and quality of service through CSI meetings• People Management- Developed multi-skilled workforce for cross utilization within sub processes for optimum Efficiency. Manage team dynamics, Inspire trust, people development and skill management• Transition and Project Management -Review scope of work and deliverables, Drive transformation of the client environment, delivering higher value through technical leadership, smooth transition and compliant with ITIL processes.• Customer Experience - Maintaining a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations. Improve Business: - Created and maintained a positive customer experience- Provided proactive analysis of key metrics, project milestones, and departmental priorities- Kept up to date on industry developments and best practices- Innovation in service deployment which would meet customer need, like proactive services Transformation and Innovation:- Lead and established measures and analytical tools which can help future growth - work on complex projects like reducing outage duration
