Client: MNC Organisation which create and manage the data needed torepair and maintain vehicles for manufacturers, repairers, leasing andfleet companies and their partners.The Service Delivery Manager will own and be accountable for customerexperience within GCS; they will be the champion for driving serviceexcellence. This will include Customer Relationships, Service LevelManagement, Service Desk, Service Availability, Customer FinancialManagement and End User Training. The Service Delivery Manager will alsobe a member of the Change Advisory Board.The Service Delivery Manager will be expected to define and then measuremeaningful service metrics which can then be used to drive continuousservice improvement, tailoring services to meet the specific businessneeds at a price the business can afford.Support is covered in 24/7 all 365 days.Primary role is to ensure Quality Customer Service and Relations bycapturing and owning through to resolution all 2nd level JLR EPC servicedesk queries received in English by email. Queries will mainly come fromEPC users via the 1st level service desk operation provided by JLR. Thisservice comprises but is not limited to, Neovia, Unipart, Tablogic, JLRBusiness, JLR and internal IT support organisations out of Germany andIndia.Work closely with service desk colleagues to ensure that the SLAdeliverables are achieved over the 24/7 365 period. Work proactively with1st level service to ensure customer quality is maintained and with 3rdlevel development team to ensure that escalations are being worked on ina timely manner.Key AccountabilitiesThe Service Delivery Manager is a full and varied role withresponsibility for defining the content of the divisions services,clearly defining the roles and responsibilities of customers, users andCT as a service provider and setting expectations for service quality,availability and timeliness.Service Level ManagementResponsible for identifying service requirements by working with thecustomer and product teams to establish the scope of services,timeliness, hours of operation, recovery aspects, and serviceperformance. Perform gap analysis between customer requirements andavailable services.Develop and maintain the service catalogue, including costs for differenttiers of service performance. Draft, negotiate and refine SLAs with thecustomer, ensuring business requirements are met and gain agreement fromall necessary parties. Measure SLA performance, reporting results andadjusting and services as necessary.Service Desk ManagementTake overall responsibility for incident management and requestfulfilment on the Service Desk. Own the Service Desk Knowledge Base whichshould list solutions for common incidents. Report to senior managers onany issue that could significantly impact the business. Provide anescalation point for both external and internal customers. Develop,maintain and publish Service Desk performance metrics, including averageresponse time, first-contact resolution rate, and average time toresolve.Service AvailabilityResponsible for ensuring application systems are up and available for useaccording to the conditions of the Service Level Agreement (SLA). Ensurethat business availability requirements have been captured (catalogued)and then subsequently reviewed regularly. Ensure the most cost effectivecontingency plans are put into place and tested on a regular basis.Ensure that service availability failures are identified and appropriateactions are taken to protect service availability according to the SLA.Customer RelationshipsOwn the divisions customer relationship portfolio ensuring that all staffmembers are aware of it. Ensure that as a division we understand theneeds of existing customers and establish relationships with newcustomers. Create and perform end-user satisfaction surveys and developplans to improve customer satisfaction. Provide an escalation point forboth external and internal customers in matters of service delivery.Monitor and handle customer complaints and instigate corrective actions.Customer On-boarding/TrainingEnsure that all services have agreed and effective processes to supportthe end user to include on-boarding customers to the divisions servicesand end user training.Change Advisory BoardBe a member of the CAB as a representative of the customer to ensuresubmitted service change are correctly assessed and prioritised.Indicators of SuccessAll systems and products are monitored, maintained and supported to ahigh level of customer satisfactionEnd-user satisfaction ratings are publishedService-level goals being met and exceededService catalogue has been established, published and a process to keepit current is in placeCustomer relationship portfolio has been established, published and aprocess to keep it current is in placeService Desk Knowledge Base has been established, published and a processto keep it current is in place
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