Service Delivery Manager

This role is responsible for the supervision of individuals assigned to the department. The job holder will be the interaction point between India Team and Managers in North America and Europe. The individuals reporting directly to the job holder will have a dotted line connection to functional managers in NA and Europe.
The SDM is responsible for resource management including managing time, volume of tasks, performance, development of resources. The employees in India have direct reporting line to India Service Delivery manager.
The Service Delivery Manager is responsible for coordinating the work of the individuals reporting to him/her. He/she is also responsible for setting targets to his/her direct reports and measuring performance against them.

RESPONSIBILITIES:

Coordinate the work of team members and ensuring team performance
Setting targets to his/her direct reports and measuring performance against them by collecting inputs from functional line managers in Europe and India
The major purpose of the role is to distribute concrete tasks for the individuals in the team and assure timely delivery of distributed tasks.
Quality check on the delivered tasks will be done by the Functional Managers in NA and Europe.
The job holder will be responsible for the time and resource management.
In case of new resource need, he will manage the new employee selection together with HR Department.
To act a direct line manager for all employees working for Value Added Services department in India
Daily prioritization of tasks, issues, requests
Ensure that tasks are delivered according to commitments
Develop and maintain positive relationship with functional managers in VAS organisation
Evaluate team skill levels, determine skill requirements, and plan for future skill demands for direct reports
Manage training programs, career paths and employee development
Motivate staff through performance feedback and recognition
Recruitment
Participate scoping of recruitment: understand the role and drive recruitment accordingly
Actively take part in the selection process
Induction
Mentoring all newcomers
Facilitate on boarding program
Visa processes: Define and streamline visa application process for travel to EU and NA

Understands the business solution of the various projects and helps in building India team knowledge base and service capability

Travel need: 10-20%

Work Experience and Qualification:
10+ year minimum experience in a management or project management position
Strong experience working directly with senior IT Management
Strong people management experience
Experience managing a technical team
In-depth knowledge of Technical Services
Good management skills
Well organized and capable of multi-tasking
Ability to work under pressure and meet deadlines
Excellent interpersonal and collaborative skills
Excellent problem-solving capabilities

Education:
IT /Business Degree or Equivalent

Licensing/Certification :
Experience with Prince 2, Agile, Scrum

Employer: Sapa Extrusion India Pvt Ltd
Salary: ₹ other
Industry: Software Development
Location: Jaipur

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