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Service Delivery Consultant

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Job ID 120603 Date posted 05/31/2021 Location : Bengaluru, India

Job Purpose and Impact

The Service Delivery Specialist will support the delivery of information technology service operations, which primarily consists of being responsible for the performance of internal and external service providers. In this role, you will apply general knowledge of information technology to build partnerships with the businesses as well as internal information technology platform teams. By understanding business requirements, you will continuously improve the effectiveness of end to end information technology services inclusive of applications, infrastructure and security components.

Key Accountabilities

  • Provide general guidance on service strategies across infrastructure, applications, and security offerings.
  • Partner with internal business clients to ensure support goals and demand needs are incorporated into service plans.
  • Partner with the vendor teams to ensure the delivery of the enhancement’s solutions requested by the business clients.
  • Oversee the enhancement processes are adhered by business and partner teams and ensure continuous improvement of the process.
  • Drive reduction of the ticket volume by automation, process enhancements and proactive problem management.
  • Partner with PM’s on Global Projects/Initiatives and ensure the solution is being implemented as per the instance need.
  • Provide support to ensure information technology service operations with internal and external service providers is delivered against targets and contractual obligations.
  • Participate in operating reviews with service providers inclusive of continuous improvement.
  • Be a point of contact for service issues and crisis management response.
  • Oversee the assigned business investments in applications and infrastructure that build additional business capability or ensure more efficient technology operations.
  • Independently solve moderately complex issues with minimal supervision, while escalating more complex issues to appropriate staff.
  • Other duties as assigned

Qualifications

Minimum Qualifications

  • Bachelor's degree in a related field or equivalent experience
  • Minimum of two years of related work experience
  • Other minimum qualifications may apply

Preferred Qualification

  • 2-3 Years of experience in Service Delivery managing Vendor Partners.
  • ITIL Foundation certified (V4 or V3).
  • SAP hands on experience in SD/MM/FICO modules.
  • Understands how the Cloud platform works and can be able to drive resolution to problems.
  • Experience in collaborating with regional and global teams to deliver solutions that meet business goals.
  • Experience in using tools like Remedy, Power BI for operations.
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