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Title:  Service Delivery Executive

Location: 

Mumbai, IN, 400051

Requisition ID:  27244

Job Summary

  • Provides a single point of accountability for the delivery of all baseline services and solutions to the client.  Reports to Account Executive as part of the account management team.  Develops and maintains demand forecasts for all services and solutions.  Maintains accountability for account-specific service problems and for prioritizing work requests.  Monitors delivery of services to the client and ensures Service Level Agreements (SLAs) are met.  Provides leadership and builds team spirit for all employees who support the client in delivery of services and solutions, proactively looking for service improvements.  Understands all service offerings.  Accepts services from service centre or projects as ready for production.  Delivers client specific services that are part of the account.  Promotes service delivery best practice and alignment with standards through strong leadership.

Job Requirements

  • Technology: Maintains broad technology awareness. Understands the client's existing Information Technology (IT) environment. Is proficient and qualified in the Information Technology Infrastructure Library (ITIL) process. Discusses with clients how technology changes could impact their business.
  • Customer: Identifies and manages service improvements to increase client satisfaction. Ensures satisfactory delivery of all services. Works with account management teams to create a favourable client relationship to ensure high satisfaction and reference ability.
  • People: Identifies and manages service improvements to increase client satisfaction. Ensures satisfactory delivery of all outsource services. Works in conjunction with the rest of the account management team to create a favourable client relationship and ensure high satisfaction and reference ability. Ensures that staff development, coaching, and mentoring are effective. Monitors the performance of employees and provides feedback on development needs. Builds relationship with service centres.
  • Business: Works with service centres to integrate new, enhanced, and existing service offerings for the account. Supports the development of new business proposals and introduces new technologies, focusing on best practice and alignment with standards. Ensures that SLAs are met.
  • Financial: Manages account/business unit related budgets and expenditures to ensure they are appropriately funded, coordinated, and managed according to the guidelines/constraints of approved resource allocations. Drives cost competitiveness to support financial goals.

Education

Typically requires a minimum of 15 years of related experience with a Bachelor’s degree; or 8 years and a Master’s degree; or a PhD with 5 years experience; or equivalent experience.