[ref. c29182802] Service Delivery Manager

The candidate will act as the primary point of contact for offshore teams and facilitate seamless service delivery.

Key Responsibilities:

1. Squad Delivery Management:

• Oversee the squad’s delivery performance, addressing resource challenges, delivery issues, and other obstacles affecting team efficiency.
• SteerCo Participation:
• Represent the offshore squad in Steering Committee (SteerCo) meetings and provide regular updates on resource and squad performance.
• Primary POC for Offshore Resources:
• Act as the main liaison between offshore resources and the bank, ensuring smooth coordination and resolution of issues.
• Employee Onboarding & Offboarding Support:
• Facilitate onboarding and offboarding processes for offshore resources, ensuring compliance with bank policies.
• Resource Tracking & Reporting:
• Monitor resource attendance, work status, and utilization.
• Generate reports to track performance and process efficiency.
• Employee Query Resolution:
• Route all employee queries and concerns through the Service Delivery Manager for timely resolution.
• Compliance with Bank Policies & Procedures:
• Ensure that all offshore resources are fully aware of banking policies, procedures, and processes and provide necessary guidance.
• Performance Management:
• Monitor and manage the performance of offshore resources under the SDM’s supervision to ensure high productivity and adherence to SLAs.

Key Requirements:

• 5 to 7 years of experience in Service Delivery Management or IT Operations Management.
• Strong expertise in managing offshore teams and vendor resources within a banking environment.
• Experience working with ODC (Offshore Delivery Center) setups.
• Excellent stakeholder management and communication skills.
• Prior experience in resource planning, utilization tracking, and performance reporting.
• Knowledge of banking policies, procedures, and compliance standards.
• Strong problem-solving skills to handle delivery roadblocks and operational issues.