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Service Delivery Head

12.00 to 18.00 Years   Mumbai City   07 Apr, 2020
Exalt Consulting Placement Services Pvt Ltd
Job LocationMumbai City
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaProduct ManagementProcess Control
EmploymentTypeFull-time

Job Description

Dear Candidates,Greetings fromExalt Consulting Placement Services Pvt Ltd!Position: Service Delivery Head

  • Ensure Client defined & Organisational defined SLAS are met
  • Identifies causes for non- achievement of SLAs, develop solutions and execute the same.
  • Mapping client s requirements, identifying improvement areas & implementing measures to maximize customer satisfaction levels
  • PNL Management and ensuring profitability target is met by regular reviews on cost and earning components
  • Reviewing and implementation of changes for manpower and capacity planning for assigned processes
  • To ensure performance metrics, compliances etc are in place by regular reviews with the assigned team
  • Manpower planning & scheduling to meet optimum service levels
  • Integral part of Quarterly and monthly business reviews with the client as well as senior management
  • Planning, organizing and Supervising the processes and everyday activities, ensuring smooth operations to prioritize the calls and centers to ensure the best quality and best productivity of the calls being achieved
  • To invent and implement best practices resulting in reduced repeat calls, better customer experience, optimum usage of resources, better profitability and controlled cost
  • Regular skips, meetings, and sessions to ensure client satisfaction is in place

Keyskills :
service delivery modelsservice delivery management service managementservice improvement service level managementservice delivery

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