Service Delivery Manager

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Code:    RR 0939
Role:    Service Delivery Manager
Department:    SPD
Reports to:  Trapti Tiwari (Head of Application Service, SPD)
Location:  Chennai, India


Role Summary 

The Service Delivery Manager will own and be accountable for customer experience within SPD; they will be the champion for driving service excellence.  This will include Customer Relationships, Service Level Management, Service Desk, Service Availability, Customer Financial Management and End User Training.  The Service Delivery Manager will also be a member of the Change Advisory Board.


The Service Delivery Manager will be expected to define and then measure meaningful service metrics which can then be used to drive continuous service improvement, tailoring services to meet the specific business needs at a price the business can afford.


Support is covered in 24/7 all 365 days.


Primary role is to ensure Quality Customer Service and Relations by capturing and owning through to resolution all 2nd level JLR EPC service desk queries received in English by email. Queries will mainly come from EPC users via the 1st level service desk operation provided by JLR. This service comprises but is not limited to, Neovia, Unipart, Tablogic, JLR Business, JLR and internal IT support organisations out of Germany and India.


Work closely with service desk colleagues to ensure that the SLA deliverables are achieved over the 24/7 365 period. Work proactively with 1st level service to ensure customer quality is maintained and with 3rd level development team to ensure that escalations are being worked on in a timely manner.


Key Accountabilities

The Service Delivery Manager is a full and varied role with responsibility for defining the content of the division’s services, clearly defining the roles and responsibilities of customers, users and CT as a service provider and setting expectations for service quality, availability and timeliness.


Service Level Management

Responsible for identifying service requirements by working with the customer and product teams to establish the scope of services, timeliness, hours of operation, recovery aspects, and service performance.  Perform gap analysis between customer requirements and available services.

Develop and maintain the service catalogue, including costs for different tiers of service performance. Draft, negotiate and refine SLAs with the customer, ensuring business requirements are met and gain agreement from all necessary parties. Measure SLA performance, reporting results and adjusting and services as necessary.


Service Desk Management

Take overall responsibility for incident management and request fulfilment on the Service Desk.  Own the Service Desk Knowledge Base which should list solutions for common incidents. Report to senior managers on any issue that could significantly impact the business.  Provide an escalation point for both external and internal customers.  Develop, maintain and publish Service Desk performance metrics, including average response time, first-contact resolution rate, and average time to resolve.


Service Availability

Responsible for ensuring application systems are up and available for use according to the conditions of the Service Level Agreement (SLA).  Ensure that business availability requirements have been captured (catalogued) and then subsequently reviewed regularly.  Ensure the most cost effective contingency plans are put into place and tested on a regular basis.  Ensure that service availability failures are identified and appropriate actions are taken to protect service availability according to the SLA.


Customer Relationships

Own the division’s customer relationship portfolio ensuring that all staff members are aware of it.  Ensure that as a division we understand the needs of existing customers and establish relationships with new customers.  Create and perform end-user satisfaction surveys and develop plans to improve customer satisfaction. Provide an escalation point for both external and internal customers in matters of service delivery.  Monitor and handle customer complaints and instigate corrective actions.


Customer On-boarding/Training

Ensure that all services have agreed and effective processes to support the end user to include on-boarding customers to the division’s services and end user training.


Change Advisory Board

Be a member of the CAB as a representative of the customer to ensure submitted service change are correctly assessed and prioritised.


Indicators of Success

·       All systems and products are monitored, maintained and supported to a high level of customer satisfaction

·       End-user satisfaction ratings are published

·       Service-level goals being met and exceeded

·       Application and data has been published and a process to keep it current is in place

·       Customer relationship portfolio has been established, published and a process to keep it current is in place

·       Service Desk Knowledge Base has been established, published and a process to keep it current is in place