Position Title: Service Delivery Manager IT Apps
Location: Vashi, Navi Mumbai
Reports To: Director IT India
Overall Job Purpose: The purpose of this role is to manage and be responsible for the delivery of IT services provided by and from the Unipart IT Services India organisation, predominantly based at and delivered from our Navi Mumbai office. The IT services provided span multiple competency groups encompassing all ITIL processes, with a primary emphasis upon Service Operation.
The role is responsible for the delivery of the services to the IT managers within the wider Unipart business that hold the primary contractual responsibility for the delivery of the service to the clients. In practice, this will entail complex application and systems engagement with managers, service owners, and team leaders across the geographical regions of the Unipart business, including the UL IT teams in the UK.
Key Responsibilities
- Responsible for Incident Management, Problem Management Configuration Management, Demand Management etc.
- Implement Industry based best practice methodologies and standard ways of working based on ITIL methodologies to ensure the highest quality delivery of outputs from the team.
- Team Management.
- Responsible for leading and owning critical customer communications, including regular status reviews, to ensure effective delivery and customer satisfaction
- Administering and managing Statements of Work and SLAs, ensuring the SLAs and KPIs are achieved as defined in the SOW.
- Responsible for Service Improvement Plans.
- Provide status reports.
- Identify issues, risks and manage them.
- Responsible for managing end to end delivery
- Conduct periodic delivery reviews identify issues and resolve them advise on risks and suggest corrective actions
- Work with stakeholders to build capability plans in line with upcoming requirements includes cross training and upscaling
- Work closely with customer management to understand the business requirement for the projects developing effective working relationships and ongoing management processes for the project (service management, infrastructure, technology)
- Manage monitor and motivate the cross functional teams assigned to the projects
- Acts as primary point of contact from India office with the customer and UK team leads, and Directors
- Ensure all deliverables are achieved and review all customer roadmaps to ensure both tactical and strategic impact.
- Responsible for team operational schedules, hours of coverage, on call, etc.
- Deploys processes and ensures teams comply with standards of delivery
- To take initiative in gaining in-depth experience in areas of technology relevant to current and upcoming project demand
- Working outside normal hours to provide a 24x7 support service.
Qualifications
Essential
- Preferable degree in any field or otherwise other equivalent qualifications or relative work experience.
- ITIL Certified
Desirable
- Other professional IT qualifications/ Certifications / MBA
- PMP/Prince 2/Scrum Master
Experience
Essential
- WMS applications experience and understanding (preferably Blue Yonder, OTM or any other WMS),
- Experience in Integration (EDI, Middleware software, Webmethods etc)
- Solid exposure to application support and project delivery along with resource management and delivery coordination
- Over all 12 15 years of experience in the IT Industry, out of which minimum experience of at least 5 years in service delivery and project management
- Must have good Client facing, resource management and leadership skills
- Proficiency in ITIL including Incident Management, Problem, Configuration Management, Demand Management etc.
- Lead multiple Network and Security implementation Projects
- Ability to meet the financials targets set by higher management
- Should be able to collaborate with senior management on client account management and growth
- Excellent delegation and negotiation skills along with strong people management skills
- Managed/ lead team of at least 15-20 members
- Ability to communicate actions ideas and plans clearly
- Rigorous monitoring capacity
- Ability to summarize reports, escalate wisely and on time
- Excellent communication and presentation skills
Desirable
- Strong business knowledge and experience in Logistics, Automotive or related industry would be an added benefit.
- Knowledge of best practices for quality control measures.
- Experience in creating proposals, deal reviews and making presentations to the clients
- Experience of working with teams in the UK
Personal Qualities And Skills
Specific
- Good oral and written communication skills
- Good problem solver and technical & analytical mind
- Good organizing skills
- Good team leading skills
- Logical and efficient with keen attention to detail.
- Committed knowledge sharer both via documentation and other less formal communications
- Keen to learn from experience, formal training and tailored self-betterment
General
- Highly self-motivated and directed.
- A flexible approach to work and working hours
- Results orientated.
- Team-oriented and skilled in working within a collaborative environment.
- Be sensitive to cultural differences among individuals and groups of persons
- Stable and long-term approach.
Remuneration
Competitive plus excellent benefits package.
Skills: it infrastructure,technology management,application support,network and security implementation,analytic problem solving,team leadership,wms applications,demand management,financial management,customer management,presentation skills,incident management,infrastructure management,building leadership teams,infrastructure,people management,problem solving,proposal management,problem management,configuration management,quality control,deal reviews,organizational skills,resource management,service improvement plans,flexibility,integration,stakeholder management,kpis,slas,analytical skills,project delivery,service delivery management,communication skills,project management,client account management,team management,itil,leadership
