Service Delivery Manager
Summary
Coordinates IT service delivery, tracks SLAs, and resolves escalations across global teams to ensure smooth customer operations.
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.