Service Delivery Leader

EY - GDS Consulting - AI And DATA - INS Delivery SM - Senior Manager

Responsibilities:

 

• Responsible for end-to-end management of Production support/Application Development Delivery for a portfolio of customers.
• Be the go-to person for solutioning, RFP and for managing production support for customers.
• Drive thought leadership for next gen support processes in an Agile, automation first environment, define best practices and knowledge management protocols.
• Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently.
• Identify customer issues proactively, drive RCA reactively and maintain an excellent relationship with end-users and stakeholders.
• Provide up to date management reporting on regular basis to internal and external stakeholders.

 

 

Requirements:

 

• 16-20 years of IT experience with 8+ years of working in a playing role as Service Delivery Manager for large customer or multiple mid-sized customers.
• Service Management- Managing Prod environment, incident / ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management.
• A fair degree of technical understanding of Data Programs, Data and Analytics concepts.
• Performance and Quality Management: Define process around performance management on production environment, regular reporting on performance / quality with internal / external stakeholders.
• Good understanding of data strategy , data architecture ,data migration concepts. Should have experience of designing end to end data architecture and data management solutions for Insurance clients.
• Experience in next gen technology bigdata, cloud, spark, hive, azure, AWS etc is handy to have.But minimum should have exposure to pick the same .
• Delivery Manager has to be hands on as well strong delivery management experience in insurance engagements Life or PnC
• Minimum 16 years of experience on data and analytics engagements , with 4+ years in delivery management with experience in leading small to mid size teams of 15-20 .
• Proficiency in leading both physical and virtual teams along with 3rd party vendors, exceptional knowledge in Agile delivery principle, solid resource planning and problem-solving skills.
• People Management- Managing team morale and building a high energy, high performance team. Plan and execute people rotation, training, and mentoring.
• Strong knowledge in SLA Management, Incident/response tools and Release management.
• Good understanding of Devops tools/practices, monitoring tools and automation suites.
• Excellent interpersonal skills and communication skills.
• Strong understanding of different organizational functions in an IT Services company

 

Experience Level

Senior Level