Service Delivery lead

Location: Mumbai
Specialization: Telecom / IT-Hardware / Tech. Staff / Support,
Industry NA
Reference: 30184

Responsibilities

The State Lead Service Delivery position responsible will be required to perform:

 

Program Management of service delivery from site survey till order closure in OSM except customer interfacing for account management.

Drive high value/priority delivery of services with special focus.

Resource Management -To predict Manpower requirements and ensure function is adequately staffed all the time and conduct Interviews & performance discussions.

To delegate the tasks efficiently within the team so as to meet Service Delivery SLAs and targets  well within the time limits.

To track Validation of Solution and supporting documentation for all services from Point A to Point B to avoid any last minute rework during delivery life cycle. Detailed LLD to be provided at the time of provisioning. To drive internal discussions in view to improve overall SD performance and make recommendations wherever possible and investigate if any delay  related to Service delivery problems.

To supervise product feasibility studies.

Ensure Network /Links are handed over after proper AT ,end to end testing and acceptance from NOC to operations team. Accept Installation & Commissioning report from Customer /Operations team.AT documents submission to sales for billing.

Ensure coordination between Circle and Asset Management team for availability and readiness of hardware for delivery of service. To ensure new nodes are integrated and services are delivered as per the standardized process.

Provide root cause analysis for critical & catastrophic cases and formulate & provide process for future references.

To identify and ensure that the team members get necessary trainings and delegate within the team so as to utilize man power efficiently.

Interface with Planning & Governance team. Regular Meeting with Circle and Central Governance team as per schedule. Keep stakeholders informed via status presentations as well as appropriate escalations. Publish weekly /monthly service delivery reports and submit to customer .

Stringently Monitor HSW standards are maintained by team across Circles under MS.

OEM / Vendor Management Tracking Vendor Contracts

Complete tracking of Service Order / Work Order flow confirming to TAT/SLA laid down by Customer. Real time updates in Delivery tracking systems till commissioning of link.

Inventory Management Spares R& R  Tracking, OEM AMC tracking Across circles