Service Delivery Manager - H

Company Description Cloudologic is a leading cloud consulting and IT service provider with a focus on cloud operations, cyber security, and managed services. Headquartered in Singapore with deep roots in India, our expertise and innovation have made us a trusted partner for clients worldwide over the past decade. Role Description This is a full-time on-site role in Gurgaon for a Service Delivery Manager. The Service Delivery Manager will be responsible for managing service delivery, ensuring customer satisfaction, and implementing IT service management practices on a day-to-day basis. 1.1. Business analysis Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization. Assists in defining acceptance tests for these recommendations. 1.2. Service level management Monitors service delivery performance metrics and liaise with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service. 1.3. Service acceptance Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. Feeds into change management processes. 1.4. Change management Develops, documents and implements changes based on requests for change. Applies change control procedures. 1.5. Release and deployment Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity May carry out early life support activities such as providing support advice to initial users. 1.6. Problem management Investigates problems in systems, processes and services. Assists with the implementation of agreed remedies and preventative measures. 1.7. Incident management Following agreed procedures, identifies, registers and categorizes incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate. Maintains records and advises relevant persons of actions taken. Show more Show less