/ Senior Support Delivery Manager

Senior Manager-Customer Service Delivery

Desired Experience in Years : 7-9 years
Number of Openings : 1
Location/s : Hyderabad
RDP is a leading Indian computing brand for Design & Manufacture of Computing Devices like Laptop PC, Desktop PC, Tablet PC, All in One PC, Servers and Workstations. We have our presence across India and are catering to the increasing demand of the Indian Product in the IT Hardware segment.

A service delivery manager plays a vital role in boosting the customer experience by ensuring the smooth delivery of top-notch services that meet and exceed customer demands. A service delivery manager needs to perform a variety of tasks including monitoring internal processes and improvising the process , tracking KPIs, leading a team to solve customer problems, and driving client satisfaction.

Responsibilities

  1. Leading the service delivery team, managing conflict, and ensuring that the  processes and tasks are carried out efficiently.

  2. Monitoring and  managing Helpdesk and Desktop Support processes are on track for the consistent delivery of a high level of client service.

  3. Maintaining high performance levels for service-related processes, and implementing improvements.

  4. Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

  5. Analyzing third-party as well as internal processes, and creating strategies for  service delivery optimization.

  6. Supervising desktop support engineers to facilitate continual improvements in service delivery environment.

  7. Assessing customer feedback and using your creativity to establish, improve, and refine services.

  8. Providing accurate and regular reports to the management on performance of the customer  service delivery.

  9. Customer Incident Management for major service incidents.

  10. Understand and follow the Customer Satisfaction (CSAT), Customer Effort Score (CES) & Net Promoter Score (NPS) methodology.


Requirements

  1. Education: Master's /Bachelor's degree with ITIL certification.

  2. Experience: Minimum 8 years of experience in a technical support environment.

  3. Age: Minimum 35 Years to Maximum 40 Years.

  4. In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.

  5. Should have working knowledge on the Ticketing Tool System.

  6. Proven expertise in people management and leadership.

  7. Capacity to train and guide  team members.

  8. Ability to manage and prioritize tasks efficiently.

  9. Excellent verbal and written communication skills.

  10. Immediate Joiners are preferred.


Benefits/ Compensation

  1. Salary - Best in the Industry.

  2. Incentive - Best in the Industry.

  3. Medical Policy for the Candidate Family.

  4. Career Growth.


Company Mission

Current India is walking towards Atmanirbhar Bharat, and the Government of India has taken a huge initiative at the policy-making level to make it happen by releasing the Vision Document on Electronics Manufacturing Roadmap to make India a powerhouse to reach USD 300Bn in electronics manufacturing by 2026 from a current USD 75Bn.

Make in India (MII) is one such subset Initiative where the Government of India has asked all Government Departments (55,000 in GeM) to buy only Make In India IT Hardware products (where local content is 51% or Class 1 Supplier) this has opened the doors for many Indian brands like RDP to take part in nations mission by manufacturing most affordable high quality make in India IT Hardware products from India to the World by becoming Local Champions.

PLI (Production Linked Incentives) is also a special incentive by the Government of India to local manufacturers to be competitive in the global markets. 


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