Service Delivery Manager-Support

POSITION PURPOSE

The Support Services Delivery Manager (SSDM) is accountable for service delivery management of IDP’s support services delivered by Chennai based Service Desk and other application/s and infrastructure support teams.

• The SSDM plays a vital role in creating long-term healthy customer relationships, acting as the bridge between our customers and our support services teams.
• The key responsibilities of the SSDM are across all areas of Support Services delivery process, continual service improvement and customer satisfaction.
• Responsible for high level of customer satisfaction and service delivery in conjunction with Service Desk Manager and Other Support work group owners / leads
• Responsible for Major incident management for key systems
• Responsible for Support Vendors in all aspects
• Build Support Services management practice including continuous service improvement.
• Monitor overall performance of services and timelines to delivery.
• Building, maintaining, and analyzing service reports to address any possible delays before they occur.
• Following up with key support work groups, escalating and taking action if service delivery is not meeting expectations.
• Working with the key stakeholders and operations teams to identify and manage service improvement activities and propose any amendments to improve processes.
• Coordinate with cloud team on timely house keeping of infrastructure and maintenance activities of production system health.
• Monitor, and report on service level agreements (SLAs) for incident resolution, response times, and system availability. Ensure that SLAs are met and take corrective actions if necessary.
• Act as the primary point of contact for stakeholders, including customers, business users, and senior management. Establish effective communication channels and provide regular updates on incident statuses, resolutions, and service performance.
• Develop and provide regular reports on support metrics, incident trends, service performance, and key performance indicators (KPIs). Conduct data analysis to identify areas for improvement, make data-driven decisions, and present findings to stakeholders.

Key Performance Area:

Service Management overall:

Key Responsibility:

To provide a single point of accountability for delivery of support services ensuring their successful operation and them continual realignment and evolution to IDP business needs.

Report on a regular basis to the business service performance against key indicators and service

Engage on a regular basis with IDP Service Managers to develop a deep understanding of the utilization of the services

Develop a strong reputation within the business for delivery and providing sound (expert) advice in relation to the services and IT in general Wow!” our customers by delivering prompt, professional support services.

Measures:

Customer Satisfaction Score Services are managed effectively in the following areas:

 Issues are resolved in a timely manner

 Ongoing maintenance and improvement programs are executed effectively to deliver to business needs.

Service Management meetings are held on a regular basis with business stakeholders.

Services performance is reported to the business using meaningful SLAs that meet business stakeholder expectations.

Exhibits strong relationships with all service stakeholders with a reputation for problem solving and delivery.

Service Delivery Operations:
Key Responsibility:

Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues which arise in connection with Support Services in conjunction with the Service Desk Manager and other support work group leads.

Develop close working relationships with all vendors and support teams who provide components of the services

Maintain and manage (create where required) a set of service metrics to support service delivery to the business (e.g., Operational SLA’s, adoption, customer satisfaction etc.)

Measures:

Support Services Delivery Manager is sought out to answer questions about support and engages appropriately with other Service Managers

Issues are resolved in a timely manner (including timely escalation where required)

Services meet agreed SLAs at all times and meet business stakeholder expectations

Metrics are review and updated periodically in conjunction with the Service Managers and key stakeholders.

Service Delivery – Project Transition:

Key Responsibility:

Support transition of key systems under implementation into service delivery model in Information Services ensuring:

Sufficient knowledge transfer occurs between suppliers and internal staff to enable effective support

Implementation is effective within the project either through direct participation or influence during implementation phases

Measures:

The Service Manager is a sought after resource for key application developments

New IDP applications are successfully transitioned into Information Services ensuring that they can be supported and evolved as necessary

Appropriate Information Services Service management structures are applied to the project post transition.

Continuous Service Improvement and Tools:

Key Responsibility:

Manage improvements to IT Service Management processes and IT services.

Measure the performance and design and deliver improvements to processes, services and infrastructure to increase efficiency, effectiveness, and cost effectiveness.

Measures:

Service Management tools are supported and enhanced to meet business needs

Process and resource efficiency improvements Processes and tools are enhanced as required to support new or changed services.

ITIL Process Management:

Key Responsibility:

Ensure proper design, execution, compliance with and improvement of, the incident and problem management processes

Advocate and influence service desk support members to properly categorize issues proactively Responsible for major incident management including hands on major incident manager role in all severity 1 on key systems supported and be available on call. Driving, developing and managing the major incident process and associated procedures / system

Act as first stage of escalation for Incidents, should these not be resolvable within the agreed Service Levels.

Oversee the lifecycle of all Problems to prevent Incidents from happening and minimize the impact of Incidents that cannot be prevented.

Measures:

Document After Action Report (AAR) within 48 hours of Major Incident resolution where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service

Time until Problem Identification

Number of Incidents per Known Problem % Of Incidents closed within SLA target

Backlog of incidents & Customer satisfaction.

Process Improvement:

Key Responsibility:

Design, implement and continuously improve IS support and operational processes, and procedures

Ensure the Service Now Administration from Chennai is effective

Provide advice and practical solutions to process issues that arise, and other process or operational improvement initiatives Provide support and training as required to ensure compliance with IT processes and policies.

Measures:

Meet agreed targets for successful implementation of process improvements including fit for purpose, alignment with best practices and addressing business needs.

Stakeholder feedback and process metric reporting meet agreed targets

Process/ policy exceptions resolved in a timely fashion Process/policy exceptions found through internal/external audit are at or below maximum acceptable levels.

Stakeholder Management:

Key Responsibility:

Actively develops and maintains strong relationships with key internal and external stakeholders and colleagues.

Maintain effective communication with stakeholders throughout projects.

Measures:

Stakeholder feedback on communications and relationship management meets agreed targets.

Leadership:

Key Responsibility:

Show drive and initiative in dealing with support teams and the business to achieve business outcomes for IDP

Show drive and initiative in resolving business problems Identify potential talent within the support team and groom them to step up to play MIM role and assist on vendor management

Contribute to the provision of a safe work environment Demonstrate and encourage appropriate behaviors within the team and externally (where appropriate) consistent with IDP approved values

Measures:

Role is valued by the Support Services Manager and Process Improvement and Change Manager

Support Services Delivery Manager is seen as a role model within the Information Services team MIM

Privacy & Security:

Key Responsibility:

Ensure that the privacy and security of IDP Customers and Staff is protected at all times

Measures:

Proactive identification of potential privacy or security issues.

Reporting on security and privacy related incidents

Coordination and participation in security incident simulation events

Training and communicating the team on importance of Security and privacy

PERSON SPECIFICATION

Essential requirements (Skills, knowledge, experience & qualification):

Holds a minimum bachelor’s degree or relevant professional engineering qualification with major in information technology computer science, information science, computer systems analysis, networking, or a related field.

8+ Years of combined technology experience including a minimum of 3+ years in support services.

Expertise in IT Service management with demonstrable experience in management of vendors and business owners to ensure effective delivery of business value.

Expert knowledge of business analysis techniques, change management techniques, and process improvement methods.

Building and managing relationships including with senior stakeholders and technical delivery teams

Strong understanding and experience of working towards customer-focused business outcomes.

Sound analytical and problem-solving skills

Have excellent written and verbal communication skills in English, influencing and customer management skills.

Knowledge and experience in effectively working with the ITIL framework.

Experienced working under pressure and organizing work priorities.

Desirable requirements (leadership & team/project capabilities):

Enables, contributes to and champions an IT service management and delivery culture within Information Services and the wider IDP business.

Shows leadership where required.

Able to influence stakeholders at all levels – both internal and external

Team oriented approach to problem solving

Able to work closely with the Information Services staff and business stakeholders in a team-oriented environment providing encouragement, development and recognition where merited