Service Delivery Manager (India)

The ProVal Senior Systems Engineer is passionate about the IT industry. They leverage technology and business experience to help ProVal become successful. They deliver world-class infrastructure operations through the ecosystem of tools, services, and consulting.

The Senior Systems Engineer is the voice of the end user within the ProVal infrastructure as well as the face of support for all internal teams.

Ensure the ProVal Infrastructure is in a healthy and happy state through monthly audits and continual monitoring.

Execute projects and services to help improve internal infrastructure.

Deliver friendly, happy, and helpful support service to ProVal staff.

Responsibilities:

• To lead, manage, and grow critical business activities across service delivery of backup and NOC projects.
• Creating Operational Excellence and Systems to ensure optimal utilization & realization across different functions of the organization.
• Identification for ongoing process improvement
• Ensure service delivery standards are maintained and improvement areas are timely identified and addressed.
• Staffing management for 24x7 Operations – Rostering, Work Force Management.
• Oversee day to day performance of service delivery and ensuring the SLAs are met/adhered to.
• Proactive monitoring of boards and monitoring tools to ensure SLAs are covered.
• Reviewing current processes and procedures.
• Upkeeping and updating the process documentation.
• Identify repetitive issues/incidents and share the findings with client to get the RCA done for such issues.
• Process efficiency and team performance optimization.
• Handling review calls with the client.
• Prepare and run monthly project overview for the performance of the project.

Client Management.

• Any Graduate
• Good Team Handling Skills
• Good Interpersonal Skills
• Excellent Communication – Written & Verbal
• Should have handled the role of authority
• Excellent analytical skills
• Excellent decision-making skills

Ideal Candidate:

• Have 15+ years of experience (preferably in the in the IT / ITES space) with a background in service delivery and project management, preferably with overseas customers
• Past experience in project and people management
• Dynamic personality to oversee a multitude of departments within the organization

• Great Team Culture
• Remote schedule
• Unlimited Paid Time Off
• Opportunity for Growth and Advancement Including Certifications