Service Delivery Associate

*Leading the change management activities within a structured process framework ( ITIL)*Evaluating the change impact and organizational readiness to limit potential risk.*Supporting the Process Specialist in decisions for major changes.*Prepration of RACI Matrix.*Facilitating cross-departmental collaboration necessary for change management.*Evaluating and improving the change management processes.* Responsible for Service Review Calls with Customer.*Define KPIs with teams to ensure realization of ROI (Risk,Oppurtunites Issues) with adoption and user acceptance.*Responsible to maiantain escalation matrix (internal & extrnal) Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.*Resposible to audit the changes & maintain QPI score