Service Management_Service Delivery Manager

☞ Fujitsu

View: 106

Update day: 06-05-2024

Location: Raigad Maharashtra Pune

Category: Planning / Projects IT - Software

Industry: Information Technology Services Computer Software Internet

Position: Associate

Job type: Full-time

Salary: View Detail

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Job content

Drive delivery execution and delivery excellence in adherence to SLAs Primary owner for project / SL specific delivery and management: Deliver to project specific SLAs & contractual requirements, project reviews, resource planning, budget and SLA management Provide technical oversight for project and day-to-day problem resolution Day to day resource management - assignment of tasks, staffing/ un-staffing, training, tracking utilization etc. Adherence to technical documentation required by client for project Drive operational metrics for own project/SL and provide inputs to CSE for account-level planning: Delivery of project to planned margins; Maintaining shoring, pyramid ratios, cost reduction etc. Tracking and monitoring project specific KPIs and reporting the same in prescribed format; sharing inputs with CSE to support CSE in account-level tracking Forecast resource cost on existing projects; sharing of inputs with CSE Support CSE in identification of margin improvement initiatives; drive implementation / operationalization Work with finance to raise invoices & validate accuracy for own project/SL; validate timesheet SL specific expense management including resource / consultants expenses / bills at client site Resourcing & investment decisions to address underperformance, scope miss or performance issue for own project/SL; discussion and seek inputs from CSE as well In absence of CSE, manage all delivery responsibilities of CSE incl. leading identification and implementation of margin improvement initiatives; forecasting revenue & margin (refer detailed CSE charter) Key Metrics to track Cost-to-serve (as % of revenue, adherence to deal budget) Delivery Quality (SLA mgmt, # red accounts) Labor Cost TCV, TCM Invoiced revenue Billability and utilization of resources Client satisfaction (NPS, referenceable, renewal rate) Margin improvement & cost reduction Resource management (fulfillment, staffing, onboarding, inputs for appraisal etc.)

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Deadline: 20-06-2024

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