CIS SERVICE DELIVERY MANAGEMENT-CIS SERVICE DELIVERY MANAGER

We are looking for the Service Delivery Manager

Key Responsibilities:

SLA and Contract Management: Monitoring service performance against defined KPIs and ensuring compliance with SLA obligations to prevent penalties.
Client Relationship Management: Serving as the main point of contact, managing client expectations, and conducting regular service review meetings.
Incident and Escalation Management: Leading resolution efforts for critical service incidents and resolving customer complaints efficiently.
Continuous Service Improvement (CSI): Identifying, proposing, and implementing improvements to service quality, processes, and efficiency.
Operational Oversight: Reviewing service reports, monitoring system stability, and managing vendor or team performance.
Financial and Resource Management: Overseeing service budgets, capacity planning, and ensuring adequate staffing to meet demand.

Key Skills:

Communication & Leadership: Effectively bridging gaps between technical teams and business stakeholders.
Technical Understanding: Familiarity with IT infrastructure, ITIL frameworks, or relevant industry technical standards.
Problem-Solving: Strong analytical skills for root cause analysis and implementing corrective actions.

Key Responsibilities:

SLA and Contract Management: Monitoring service performance against defined KPIs and ensuring compliance with SLA obligations to prevent penalties.
Client Relationship Management: Serving as the main point of contact, managing client expectations, and conducting regular service review meetings.
Incident and Escalation Management: Leading resolution efforts for critical service incidents and resolving customer complaints efficiently.
Continuous Service Improvement (CSI): Identifying, proposing, and implementing improvements to service quality, processes, and efficiency.
Operational Oversight: Reviewing service reports, monitoring system stability, and managing vendor or team performance.
Financial and Resource Management: Overseeing service budgets, capacity planning, and ensuring adequate staffing to meet demand.

Key Skills:

Communication & Leadership: Effectively bridging gaps between technical teams and business stakeholders.
Technical Understanding: Familiarity with IT infrastructure, ITIL frameworks, or relevant industry technical standards.
Problem-Solving: Strong analytical skills for root cause analysis and implementing corrective actions.

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.