Service Delivery Expert
5 hours ago
The primary objective of this role is to ensure exceptional customer experience delivery of all technology solutions and products to clients. This involves effective project management, service metrics tracking, issue resolution, optimal resource allocation, and maintenance of a skilled team of all delivery resources for the client.
Main Responsibilities:- Oversee and manage service delivery by meeting all contractual commitments.
- Monitor and review all projects in the account on various delivery parameters to ensure quality delivery as per timelines.
- Ensure that service credits, performance incentives, penalty, and penalty waivers are incorporated in the invoices.
- Delivery governance across accounts/projects.
- Monitor and review delivery dashboards/MIS across accounts to track progress, forecast performance, and identify potential red flags.
- Participate and share account performance across operational, quality, and fulfillment parameters with internal/external stakeholders & senior leadership.
- Ensure regular invoicing as per contract terms and conditions and performance.
- Technical and/or Operational Issue Resolution.
- Acts as an advisor to service delivery managers to meet schedules or resolve technical or operational problems on a daily basis.
- Acts as point of escalation for issues not resolvable by the service lines.
- Identify key stakeholders/decision-makers in the client organization and develop and strengthen relationships with them.
- Interact and engage with the client leadership to communicate and update progress against the account plan, project delivery, etc.
- Drive and attend Steering Committee meetings or Client Review meetings to regularly review project dashboards, discuss, and resolve escalation points, and course-correct as required for high customer satisfaction and better quality of experience.
- Act as a client advocate and work with internal departments to ensure that client needs are understood and satisfied.
- Create and drive automation charter and related initiatives within the account/client (wherever applicable).
- Drive deployment of automation-led solutions and service improvements to deliver value-added services to the clients.
- Build focus on and drive deployment of next-generation hyper-automation initiatives in coordination with Holmes team to enhance productivity, quality, and speed of delivery.
- Lead capability development initiatives to drive client-specific certifications.
- Co-create capability enhancement programs with clients for front-line staff and supervisory-level employees.
- Ensure customer-dedicated guaranteed trainings are conducted for the employees in areas of skill development, soft skills, and leadership training.
- Resourcing: Hire adequate and right resources for the team.
- Talent Management: Ensure adequate onboarding and training for the team members to enhance capability and effectiveness.
- Manage team attrition.
- Set goals for the team, conduct timely performance reviews, and provide constructive feedback to own direct reports.
- Ensure that Performance Next is followed for the entire team.
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