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Service Delivery Manager

Bangalore, Karnataka Additional Location: Bengaluru, India Job ID: RR-35500

A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

What You Will Do : The position holds the accountability across all aspects of the service delivery organization of the program. Conceptualize, Plan, Design, Automate, Transition and Deliver Managed Services for the signed contracts. Responsible for SLAs, revenue maximization with the program. Work closely with customers to understand new requirements and work with solution / business teams to respond to such requests The position is the first level business owner and responsible for all contractual agreements with the customer. Build and manage the various on-site/ off-site teams and direct all related People/ Process and Technology competencies Lead in the technology selection and organizational build-up efforts. C- Sat Preparation of Competency levels of the team members and identify the areas of improvement Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open ended issues Identify Defect Areas and proactively carry out corrective actions Carry out improvement measures to improve satisfaction Index, Target CSI to be at Exceeding Expectations Manage critical customer interactions, Conference Calls, Bridges, Ensure escalation are triggered on time and to the appropriate persons Exploring and materializing new business opportunities with existing clients Operations Management Operations Program Management Process Management Support Knowledge Management initiative, Ensuring 100 % maintenance of SOPs in Knowledge repository Maintain 100% technical SOP in Support central for any new type of technical issues Working knowledge of CRM Proactively initiate Process Improvements keeping in mind, Inputs from Audit Process, Best practices across industry and ITIL guidelines Reduction of cycle times for any process, Inputs from Customer Feedback Transition Transition activities include, Takeover New services and Process & Framework, Resources, Metrics and Dashboards, Reviews, Audits and Performance Management, Induction frame work, Training and Skill Development for new skills Metrics Management Understand clearly operational definitions for all processes, Understand how we measure all critical data points in the processes, Improve any irregularities reported as a result of the Metrics Dashboards Always update weekly and monthly dashboards as defined Load, CMDB, SLA data, Billing data, Resource Productivity Provide additional support during ramp -up stages, Assist in training new team members, Up skill to take on additional deliverables Routine tasks Attend weekly review meetings weeks issues, process updates, customer feedback, and critical activities in the pipeline Review Operational Metrics for improvement & compliance Provide feedback on Additional Deliverables for any additional billing or effort leading to increase in unplanned cost Provide 100% accurate Billing Data Monthly or One-Off as per signed off process Establish team structure needed to support current and new processes Establish R&R for all new roles prior to raising Indent Induction & Training on Operations Support Management Quality Audit Result improvement: Proactively improve the Audit Results keeping in mind the below factors: SLA criterion Inputs from audit process results Criticality & stability of services Inputs from customer feedback and escalations Financial Creation of Cost Sheet / Updating based on new project deliverables or change in SOW Updation and sign off cost sheet for the program Strive to control costs within budget and try and find means to reduce the costs and hence increase the profitability Ensure ways of driving costs down by reducing operational costs. Consolidation of initiatives, reduction of cycle time Report on initiatives and cost benefits achieved People Management Manage the career growth and motivate team members for higher productivity. Identify training opportunities for assigned group and set KRAs. Performance appraisals of reportees Handle team meetings and resolve people issues if any Technical Ability Understand the Technical needs and work along with the Team to provide Solutions Provide guidance to solve complex issues understand the criticality and approach the right team for closing the issues. What You Need : Should be someone who should be hands-on with technology and domain BE/MBA with 10-15 years of experience in Service Delivery and Program Management in the IT Infrastructure/Managed Services Space. Experience in Strong Techno-Commercial/ Business Orientation. Should have experience in pre-sales &ndash providing solutions, estimation, writing proposals. Strong Leadership/ Team Building/ Decision Making attribute with excellent communication skills. Expertise in Defining Process and ensure the implementation within the Service Delivery Organization. Exposure to ITIL Best Practices is necessary Available on 24 x 7 basis in the event of emergencies and should be contactable after office hours Define and set up redundancy and failover. Conducted BCP test for IT infrastructure, for Firewall, Network, Servers AD/DNS/DHCP Good knowledge of Compute (Windows / Linux), Network (LAN/WAN), Storage, Database, End user compute, Security. CCNA/CCNP/MCSE certifications a plus. Should have good exposure to public cloud technologies mainly AWS and Azure, private cloud using VMware. Knowledge of IT security compliance standards like ISO 27001, PCI, HIPPA etc. PMP, ITIL and Related Quality certifications preferred. Should have handled technical role in the past, handled transition and transformation projects Experience in managing multiple customers and a large team.

HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (


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