Service Delivery Lead L3

About the role

The purpose of the role is to ensure excellent customer service delivery of all technology solutions and products to clients, through effective project management, service metrics tracking, budget management, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.

What you'll do

• Oversee and manage service delivery by meeting all contractual/ SLA commitments
• Ensure all SLA parameters are met in the account
• Review and drive appropriate actions/ systemic changes on internal and external audit findings to ensure no major non-compliances are cited
• Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per budget and timelines
• Ensure that the service credits, performance incentives, penalty and penalty waivers are incorporated in the invoices

What you need

• 10–18 yrs of experience
• MIS reporting
• Six Sigma
• Content strategy
• Agile
• Any graduate