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Tiger Analytics, a leading management consulting firm, is seeking a talented Service Delivery Manager to join our team. The successful candidate will be responsible for ensuring the smooth delivery of Tiger Analytics' services to our clients. This role will require excellent communication skills, strategic thinking, and the ability to lead a team towards success.

Responsibilities

• Responsible for end-to-end management of Production support for a portfolio of customers and act as a go-to person for solutioning, RFP/ solutioning.
• Drive thought leadership for next gen support processes in an Agile, by defining best practices, service improvement initiatives and knowledge management protocols.
• Understand and manage SLA against customer contracts within a 24x7 model, run war rooms for P1 issues and manage customer escalations efficiently.
• Identify customer issues proactively, drive RCA reactively and maintain an excellent relationship with end-users and stakeholders.
• Provide up to date management reporting on a regular basis to internal and external stakeholders.

Requirements

• 10+ years of IT experience with 3+ years of working in a playing role as Service Delivery Manager for large customers or multiple mid-sized customers.
• Service Management Managing Prod environment, incident / ticket management, problem solution, ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery & process management on Service Management.
• Experience in managing in L1, L2 & L3 Application/ Product support.
• Performance and Quality Management-Define process around performance management on production environment, regular reporting on performance / quality with internal / external stakeholders.
• A fair degree of technical understanding of Data Engineering based Programs and Analytics concepts involving on-prem / Cloud based ETL & BI based programs will be an added advantage.
• Experience in transitioning Production operations activities.
• Well versed in ITIL concepts and Process.
• Experience in driving service Improvements via automation and Process Improvements.
• Expertise in MS Office tools and Working knowledge in at least one of the top ITSM tools.
• People management, Performance management and Stakeholder management.

Benefits

This position offers an excellent opportunity for significant career development in a fast-growing and challenging entrepreneurial environment with a high degree of individual responsibility.