Senior Service Delivery Manager

Zensar is a leading digital solutions and technology services company that specialises in partnering with global organisations across industries in their Digital Transformation journey.Zensar’s Return on Digital® strategy has enabled customers to look beyond current investments towards realising visible business benefits in their digital transformation journey.

If you’re looking for a workplace where associates realise and contribute to their full potential, are recognised for the impact they make, and enjoy the company of the people they work with, then you’ve come to the right place!

The Senior Service Delivery Manager has responsibility for the delivery of all production IT services to the firm. Working closely with the Systems and IT Security managers, this person assures a high-quality service to end users. The Service Delivery Manager ensures Service Support and Service Delivery Processes are in place and managed effectively. As well as managing within the IT team, this is a "business facing" role and requires the establishment and management of expectations within the firm and drives the IT Service Team to achieve those expectations to a high standard.

Roles and Responsibilities :

• Oversee the end-to-end delivery of cloud infrastructure and security services to ensure alignment with client requirements and organizational goals.
• Ensure the delivery of services meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within budget.
• Manage client escalations, ensuring that issues are resolved promptly and to the client's satisfaction.
• Identify opportunities for account growth and work closely with sales and account management teams to capitalise on them.
• Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes.
• Anticipate details of transformation deals and opportunities by communicating directly with customers and staying informed of relevant trends and industry news / Account mining.
• Experience handling vendors from a reporting, Procurement, and service management perspective.
• Monitor financial performance, ensuring that delivery costs are within budget and profit margins are maintained.
• Identify and implement cost-saving initiatives without compromising service quality.
• Handle all Invoicing matters for Project activities and co-ordinate between Finance team and customer.
• Stay up to date with the latest trends, technologies, and best practices in cloud computing and cybersecurity.
• Identify opportunities for innovation and work with the technical teams to implement new solutions that enhance service delivery.
• Foster a culture of innovation within the delivery team, encouraging the exploration of new tools, techniques, and approaches.
• Drive Automation across the accounts.
• Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security.
• Analyse service delivery data to identify trends, issues, and opportunities for improvement.

Technical Required Skills & Qualifications :

Qualification :