Manager - Service Delivery
Sparsh BPO Services Ltd.
► To manage the IT Service Delivery team, taking responsibility for service desk, desktop support, Asset Management and application support.► Ensure SLA’s are achieved and client expectations are met.► Ensure quality and resource level profitable services are performed to the agreed SLA.► To ensure that systems, processes and methodologies as specified are followed to sure effective monitoring, control and support of service delivery. ► To provide reports to an agreed schedule (or on request), including management and account performance reports. ► Attend client service review meetings; areas covered will include performance reports, service improvements, quality and processes. ► To develop and facilitate workshops and training courses as applicable, in conjunction with L&D. ► Proactive problem identification to prevent escalation. ► Manage escalations, Helpdesk Management ► IT Infrastructure Management► Proper Inventory Management with Asset Tagging according to the PMS of whole process