Service Delivery Manager
About The Position
Gathering and understanding customer requirements/SLA’s and communicating to Ratings Services owners in a regular interval. Reporting Service quality through frequent dialogues and connect with and Ratings Technology and Business stakeholders through feedforward control. Addressing escalations and improving the services through strategical initiatives. Reviewing, planning, and communicating projects/services that may impact delivery of services to end users. When necessary, assist in capturing right details and actions with proper closure of incidents / problem tasks. Providing periodic major incident metrics reports to the stakeholders. Experience in effective stakeholder management, dealing with multiple stakeholders at varied levels of the organization – subject matter experts, functional leads, departmental heads, executives. Management of BAU activities, changes and project work across global locations related to Rating Services and Corporate Services where applicable. The goal would be to have SDM work collaboratively with internal stakeholders, customers, and our value stream leads.
Requirements
- Effective stakeholder management, dealing with multiple stakeholders at varied levels of the organization – subject matter experts, functional leads, departmental heads, executives.
- Ability to work collaboratively with internal stakeholders, customers, and value stream leads.
Responsibilities
- Gathering and understanding customer requirements/SLA’s and communicating to Ratings Services owners.
- Reporting Service quality through frequent dialogues and connect with Ratings Technology and Business stakeholders.
- Addressing escalations and improving the services through strategical initiatives.
- Reviewing, planning, and communicating projects/services that may impact delivery of services to end users.
- Assisting in capturing right details and actions with proper closure of incidents / problem tasks.
- Providing periodic major incident metrics reports to the stakeholders.
- Management of BAU activities, changes and project work across global locations related to Rating Services and Corporate Services.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
