Service Delivery Manager - Pozent

15+ years of experience in Service Delivery Manager, Experienced with Production support service delivery for Data & Analytics applications with Site Reliability Manager (SRE) experience.

JOB RESPONSIBILITIES:

• Responsible for day-to-day Onshore - Offshore service delivery operations for Big Data, Cloud , Middleware Integration, SNOWFLAKE, Databricks applications
• Work effectively with individuals on offshore and onsite locations while providing quality leadership
• Provides direction and leadership to the Support delivery team
• Acts as a point of contact for client issues, escalations and complaints
• Reviews and analyses day-to-day operations to ensure SLA commitments are met
• Provide regular weekly/monthly status reports for client and attends review meetings
• Works with and drives forward improvements within the teams and produce recommendations for service improvements

QUALIFICATIONS:

• Experience with 24/7 Customer Support and Service Delivery in a onsite-offshore model

• Experience with Customer support service delivery for Integration Big Data, Cloud , Middleware Integration, SNOWFLAKE, Databricks technology environments

• Ability to work closely with process owners and other key stakeholders to communicate the progress of Support tasks issues
• Experience working with ServiceNow, JIRA, Confluence for ticketing, agile frameworks etc.
• Demonstrated strong leadership skills working with project/Support teams and clients
• Strong client relationship management
• Strong skills in oral and written communication and ability to work independently and within teams