KOCHI · FULLTIME
Senior - TechOps Service Delivery Management
Ernst Young
Kochi · onsite · Posted 4d ago
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Undisclosed3–7 yrsfulltimeKochi
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Section · 01
About this role
Job Summary
TechOps_DE_SDM_Senior3
Opportunity for Service Delivery Manager.
Your Key Responsibilities - Service Management: Oversee the delivery of services to clients, ensuring that they meet quality standards and are delivered on time and within budget.
- Client Relationship Management: Build and maintain strong relationships with clients, understanding their needs and ensuring satisfaction with services provided.
- Team Leadership: Lead and manage a team of service delivery professionals, providing guidance, support, and performance management.
- Process Improvement: Identify opportunities for process improvements and implement best practices to enhance service delivery efficiency and effectiveness.
- Reporting and Analysis: Monitor service delivery metrics and prepare reports for senior management, highlighting performance against KPIs and areas for improvement.
- Risk Management: Identify potential risks in service delivery and develop mitigation strategies to minimize impact on clients and the organization.
- Collaboration: Work closely with other departments, such as sales, operations, and IT, to ensure seamless service delivery and client satisfaction.
- Reviews SOW and suggests changes to the engagement manager
- Manage incoming tickets triage & SLAs
- Accountable for adherence to Infosec requirements
- Accountable for DR/BCP Readiness
- Ownership of adherence in line with agreed SOW, in line with security policies, cost & schedule
- Plans for training of staff on new technologies & new staff members
- Ensure that scope and business needs of project meet the budget
- Monitor customer satisfaction metrics on a regular basis, ensuring that client expectations are met
- Analyse trends, Facilitate and work with the project team on creating solutions to improve customer satisfaction
- Respond to out of hours support planned & adhoc
- Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.
- Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.
- At least one year of experience with managing solutions based on Cloud (must have)
- General working knowledge with the Microsoft Azure or AWS or Google Cloud Platform
- Familiarity with the Java framework, SQL Server and design/architectural patterns (e.g. Model-View-Controller (MVC))
- Excellent troubleshooting and communication skills
- Attention to detail
- Should have understanding and experience of software development best practices.
- Familiarity with ITIL Process
- Excellent business communication skills
- Education in Information Technology or equivalent working experience
- Have exposure to working in shifts and on-call support.
- Jira
- Confluence
- Flutter
- Node.js
- Maria DB
- Excellent communication skills, both written and verbal, with the ability to interact effectively with clients and team members
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Section · 02
Skills
customer satisfactionConfluencedata privacyamazon web servicesarchitectural patternsAnalyticsCall SupportCapital MarketscloudCommunication Skillsclient relationshipEquityClient SatisfactionAccountingMicrosoft AzurefinanceArtificial Intelligence
Section · Company
About Ernst & Young
Ernst Young
Management Consulting
44k+
employees
2002
24 years old
Gurgaon / Gurugram, Haryana
India
₹15.3L PA avg
Avg at Ernst & Young
About
At EY, our purpose is Building a better working world. The insights and quality services we provide help build trust and confidence in the capital markets and in economies the world over.
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