Service Delivery Manager -EUS(End User Support)

Placenet Consultants

15 - 20 years

27 - 30 Lacs

Gurugram

Posted:15 hours ago| Platform:

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Skills Required

Service Delivery Manager End User Support Asset Management SLA Management ITIL EUS Servicenow Tool

Work Mode

Work from Office

Job Type

Full Time

Job Description

Role & responsibilities

15 Yrs.+ of exp.
Gurgaon location
Expert on overall Delivery and Governance
Exp in managing end-user support (Digital workspace)
Identify and recommend a Service Desk solution that best meets the client's business needs and expense/service level expectations
Perform operational planning for Service Desk capacity and performance purposes.
Report on Help Desk statistics and trends as specified in the Standards and Procedures Manual (e.g., Service Request volumes and trends by types of EndUsers)
Assess the current ticketing and support processes to identify areas where automation can be most effective and get implemented. Determine the types of tasks that can be automated
Manages the entire lifecycle of incidents, service requests, and problems, from initial logging to resolution.
Resolving service desk problems and improving service methods to increase the service desk's productivity and customer service.
Identification of improvement areas and their implementation

Preferred candidate profile

Shouldhave 8 years of relevant experience in EUS

Max. Number of reporting ( direct / indirect) handled should be 100++

The number of assets managed should be 30000 +
Should have experience with the Service Now tool
The number of user handles in operations should be a minimum of 20000
ITIL certification
Should have 8+ years of experience in SLA Management
Knowledge and experience of creating SIPs, SOPs, and RCA reports is mandatory
Should handle Indian customers for EUS

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