Tuesday, April 20, 2010

Delivery Manager- Opening

Multi-channel CRM & Customer Interaction Management (CIM) solutions that enable companies
to deliver a truly exceptional customer experience that improves customer satisfaction through self-service, assisted service, and proactive service offerings. Our Client headquarters are in Bellevue, WA, with sales, services and development offices located in North America, Europe, and Asia-Pacific. Our Client has over 600 customers in 32 countries throughout North America, Europe, and Asia-Pacific. Our Client customers encompass a wide variety of industries including B2B eCommerce, call center, telecommunications, distribution, education, financial services, government, healthcare, Hi-Tech, fitness, hospitality, travel, legal, manufacturing, media,
retail, service and support, transportation, utilities, and others.

JD for Service Delivery Manager:

Experience : 10-13 yrs

Job Description:

Minimum experience of 3 years in Customer Management role and Infrastructure Service Delivery Role.

Provide leadership to our client Service Delivery Team.

Cost center management experience.

Ability to initiate and establish customer centric processes.

Own communication plan between customer

Ability to understand customer business and relate to customerĂ¢€™s business challenges.

Customer Management skills

Ability to empathize and relate with the customer and ensure delivery of expectation to the customer.

Good communication skills and ability to communicate both vertically and horizontally across organization.

Experience in handling international Service Delivery environment.

Sound understanding of Remote resource management skills.

Ability to relate to technology and have a fast adoption skills.

Work with internal teams and be able to translate customer requirement to meaningful business opportunities.


Bachelor"s Degree in Information Technology
Minimum of 8-10 years work experience with at least 6 yrs in IT Service delivery role
Experience of working face to face with customers
Understanding of IT Infrastructure Services, Help Desk Operations or Data Center Operations

Required Skillsets.

Has experience in managing large Infrastructure projects for a Customer.

Has managed SLA Compliance for the customer and under taken service improvement projects to in case improvements are required in service delivery
Has experience in facing Audits and taking corrective actions if required
Knowledge of ITIL Preferred.

Customer facing skills:

Has experience of managing Customer relationships, Account Management, Operational control of the task and experience of handling over seas Clients.
Defining KPI s and ensuring review on KPI and take corrective action if necessary.

Other Softskills:

Team leadership/management skills
Customer Relationship Management skills
Contract Management
Opportunity Management
Service Level Management
Process Management
Conflict Management
Risk & Issue Management

Location : Bangalore

Professionals interested in exploring this opportunity can forward their profile to
(at )roljobs.com with the following details

Total Experience :
Current CTC:
Expected CTC:
Notice period: