Zensar Technologies provides innovative Infrastructure Management solutions that enable leading companies worldwide to optimize, secure, manage and support their mission-critical infrastructure. As an independent advisor, Zensar Technologies partners with customers to deliver solutions that improve the availability, reliability and performance of their data center, network and security infrastructure. Using its multi-shore capabilities, Zensar Technologies combines expert consulting, integration and support services with world-class customer service to help IT organizations reduce costs, increase efficiencies and manage risk in the data center.

 

Reporting to the EUC Director, the Service Delivery Manager is responsible for managing the Level I and II Global Service Desk teams across 5 different locations.  The ideal candidate will proactively implement and oversee policies and procedures to ensure service levels are met.  In addition, the ideal candidate will possess the following attributes:

  • Adaptability to work in a fast paced and changing environment
  • Detail oriented and committed to constant follow up
  • A mindset of continuous improvement in efficiency of support, processes, customer satisfaction, and the application of tools for monitoring, management and optimization
  • Openness and honesty with everyone they interact with
  • A commitment to working in a global offshore team environment
  • Dedicated to creating a culture of exceptional customer service

 Essential Functions

  • Directs the development, deployment and scheduling of an effective, highly reliable Service Desk and Desktop Support Team consistent with ITIL standards and objectives.
  • Manages the development and management of desktop and laptop computers within the company, maximizing the manageability and deploy ability of all end-user computing platforms. Including, selection, maintenance, upgrades.
  • Work with vendors and purchasing department to maintain inventory of equipment needed to meet the computing needs of all employees.
  • Manages the deployment of OS and application patches  thru image management
  • Provides for the ongoing monitoring of all infrastructure and business application systems with a focus on rapid identification, response, escalation, and correction of issues impacting profit-generating activities by internal and external customers.
  • Make recommendations on the hardware that is needed, maintain the inventory of computers, printers and parts necessary to resolve customer issues in a timely manner.
  • Responsible for the initial receipt and investigation and escalation of Customer Support issues relating to computer desktop support; including but not limited to Hardware, Operating Systems and Network Connectivity. This includes Software packaging and imaging processes within a multi hardware environment.
  • Monitors active customer service issues, ensuring the cost effective use of resources while delivering high quality and timely results.
  • Monitors customer service issues to ensure that they are being resolved within the time allotted by our Service Level Agreements.
  • Provides hands on support to customers and business partners, assessing their needs, while ensuring that all products and services satisfy stated business requirements.
  • Promotes effective communications and judicious resource allocation, while ensuring timely delivery of the highest quality services.
  • Attends appropriate training necessary to keep abreast of changes in applications and hardware
  • Implements standard procedures, user guides to maintain uniformity.
  • Ability to manage customer expectations
  • Ability to produce statements of work (SOW) for projects
  • Responsible for the initial receipt and investigation of Customer Support issues relating to end-user administration, workflow activity, and desktop administration.
  • Plans, organizes, supervises and evaluates the performance of assigned staff; establishes performance requirements and personal development targets; regularly monitors performance and provides coaching for performance improvement and development; recommends compensation and provides other rewards to recognize performance.
  • Provides day-to-day leadership and works with staff to ensure a high performance, customer service-oriented work environment that supports achieving the department’s and the company’s mission, objectives and values regarding team building and employee empowerment; applies process improvement and quality management principles to assigned areas of responsibility.
  • Responsible for determination of staffing requirements. Coordinates all activities necessary to hire, train and assimilate new staff.
  • Delegates and assigns work duties to staff, allocates use of available resources, and monitors and assists with work progress.


Keyword: Service Delivery Manager
Required Experience:

Education:

Bachelor’s degree in business or information systems.

 

Experience:

Eight to Ten years experience in Information Technology, preferably a call center environment; preferably has A+ certification or other Microsoft certifications.

Has an ITIL Foundation Certification.

 

Skills/Knowledge:

  • Demonstrates appropriate customer service attitudes and services in a variety of work settings

  • Ability to analyze multiple levels of information required for quality business decisions, draw conclusions and formulate actionable recommendations

  • Effective and well-developed leadership, planning, analytical, communications, technical and decision making skills

  • Highly motivated with great organizational skills

  • Demonstrates appropriate customer service attitudes and services in a variety of work settings

  • Proficient in word, excel spreadsheets, internet and presentation software

  • Demonstrates a results orientation for delivering appropriate products and services in an accurate, complete and timely fashion

  • Must be skilled in written and verbal communications, requiring the ability to read and write effectively and efficiently

The successful incumbent will possess high energy, drive and a positive attitude; is committed to customer service and teamwork; has the ability to multi-task; and, is focused on achieving results.


From: Zensar Technologies

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