Service Delivery Manger
mGage - The Mobile Engagement Company
- Lead and manage various activities and deliverable on the Projects assigned and provide program management support to the PMO Head for ensuring successful project execution and implementation.
- Ensure Project Management Gates are implemented within all projects assigned and prevent deviations.
- Ensure compliance in operating procedures and policies and provide support to campaign management team.
- Aid in all project closures and perform benefit analysis in collaboration with PMO.
- Oversaw financial controls and systems focusing on monitoring, recording, and forecasting and budgeting of project expenses.
- Manage project team members / partners to ensure the right resources are working on the right tasks at the right time, with clear expectations of milestones and goals.
- Analyzed Project Manager reports to update and administer program plans.
- Manage project progress and control slippages. Produce updated schedule as per the defined PMO Standards.
- Escalate deviations to the PMO Head and Stakeholders in a timely manner and take necessary actions to bring the project on track.
- Consolidated project reporting materials for monthly review by Project Manager.
- Managed overall client relationship including maintaining daily operation, troubleshooting issues & escalations
- Work directly with client and sales to define scope of works, created proposals and SOWs
- Heading the customer care team of 4 members and provide customer care solution to UK consumers
- Perform Device Testing as and when required and also provide assistance to the QA team with testing support.
- Managed the delivery of Daily, Weekly, Monthly Reports and Miscellaneous Reports as per requirement. Tools used for Report Generation – SQL, Excel, internal company reporting tools.
- Troubleshooting Issues and Providing Technical Assistance to the Clients and Internal NOC.
- Procuring SC’s (Random & Vanity) from CSCA (Common Short Code Administration) depending upon the client requirements
- Managing SMS / MMS campaigns through company Application and also managing large number of SMS Blasts.
- Manage the interaction with various departments for technical assistance in troubleshooting issues, providing input that is used to create sales proposals, improve products
- Manage additional roles & responsibilities for Product Manager as Creating USSD Campaigns, Generating Reports, Initial testing & production set up for new clients, and ensuring service delivery for existing as well as new clients, Report Analysis & Presentation to Customer/Senior Management.