Job Title: Associate Service Delivery Manager (Cloud Operations)

Location: Bengaluru

Role Summary :

The Associate Service Delivery Manager (ASDM) will join the Service Delivery team, responsible for supporting the delivery of SaaS software and hosted solutions which includes Language Technology, Web and Knowledge Center / Tridion services. The ASDM team is part of SDL Cloud Operations and helps contribute to the organization's goals of increasing customer satisfaction, enabling a seamless customer experience, and increasing productivity and profitability. The Associate Service Delivery Manager role is a key part of the team with overall responsibility for the service delivered. The Associate Service Delivery Manager will support the SDMs - who are the central point-of-contact for an allocated set of clients and maintains day-to-day knowledge of all plans, activities, and status of projects and issues involving clients’ environments.

Key Responsibilities

• Support the Service Delivery Managers in the day to day operations

• Coordinate project activities

• Maintain the inventory of the hosted infra / product

• Generate Daily, Weekly and Monthly Internal & Customer Reports

• Update the Service Delivery Process / Tasks and activities

• Analyze reports and make recommendations on improvements / provide Root Cause Analysis

• Recommend and coordinate implementation of changes to services to improve metrics and drive Continuous Service Improvements, by working with Development and Cloud Operations teams to optimize the service and co-ordinate process changes with process owners

• Coordinate with stakeholders and fix process / communication gaps

• Create and maintain service collateral, detailing key aspects of the hosted service

• Maintain an understanding of SDL’s security policies and how they apply to the service

• Providing reports of major incidents, service outages/degradation and infrastructure changes

• Coordinating and facilitating regularly scheduled operational and status update meetings with key stakeholders

• Conduct internal Meetings / Manage War-Rooms to resolve issues within the defined / customer agreed SLA * Initiate and coordinate actions to maintain or improve service levels

• Coordinate and expedite the resolution of technical issues acting as the key liaison point

• Keep an up-to-date security questionnaire

• Centralized repository of customer agreed SLA, service details vs what is being delivered

• Facilitate service ratification, implementation and improvements by leveraging Cloud Operations resources through programs of automation and process improvements

Requirements

• Strong understanding of ITIL concepts, Best Practices and Principles. ITIL Foundation certification preferred

• Excellent verbal and written communication skills are mandatory

• Excellent Reporting, Customer service and Leadership skills

• Strong teamwork skills and attention to detail