Operations Manager(Service Delivery Manager)

Role & responsibilities

• Manage Escalation process, including coordination of the meetings, review of escalation file content and closure.
• Manage the analysis, selection and assignment of escalated, critical and flagged accounts on a global basis.
• Experience with multi-vendor product escalations
• Co-ordination with internal Support Delivery Managers, Critical Situation Managers & Technical Support Engineers.
• Drive Asset Management & Vendor management. Timely basis reporting and cordination.
• Ensure high-quality customer service with emphasis on timely resolution and through problem definition and identification.
• Person must have exceptional writing and oral communication skills be able to synthesize complex and confusing information into crisp exec summaries for a variety of audiences.
• Should also possess good communication skills. In addition, they are responsible customer requirement.
• Ensures timely closure of escalation cases.
• Cordinated for the RCA and submit the same to the customer.
• Good Communication skills and ability to coordinate with customer stakeholders.
• Call Logging with Vendor.
• Call Monitoring & Escalation
• Contract Monitoring Hardware & Software
• Reports and MIS