Project / Service Delivery Leader Job at Jamshedpur Full Time

Project / Service Delivery Leader

Location – Jamshedpur

Job Description :

Needs to ensure high quality, QC verified Production for distributed

Managed Scanning and Digitization Projects within a large industrial campus. The incumbent

has to drive a team of skilled scanner operators, data entry operators and QC personnel.

This position is a stakeholder facing role, and requires to establish and manage

expectations within the business and drive production/ support team to achieve those

expectations.

Responsibility :

Scanning and Digital Document Production :

• Owner of the daily production targets for QC verified digital documents and data by various small/ medium or large digitization projects within a industrial campus.
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
• As owner of the escalation process the Service Delivery Manager will take ownership of incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
• Monitor, control and support daily production targets; ensuring systems, methodologies and procedures are in place and followed.
• Understand Service and Support in projects and developing a strong understanding of projects impacting the service/ production area.
• Be accountable for the quality of Service/ Production and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
• To take ownership of all Scanning and IT assets used in projects and ensure their safety and security within scope.
• Supervise and manage Transition of new business processes into support.

Technical :

• Must have strong understanding of Managed Scanning and Digitization Projects and the technical factors used in such projects.
• Manage the Scanning Application & Workflow environment to ensure software services are maintained to high standards of performance and security.
• Ensure that patching and anti-virus updates are carried out promptly and effectively on servers managed by software team.

Performance & Quality :

• Follow recommendations for Production Improvement and ensure their timely implementation.
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services.
• Provide regular and accurate management reporting on Project Production and Support Service performance.
• Effectively deliver/manage Staff including recruitment, mentoring, training, target setting and performance assessment.
• Be an representative for Digitization and work across business/IT to provide effective communication on matters and build relationships with other teams to ensure effective dialogue between departments.
  

  Key Skills :

  Essential:

• Should have hands on experience on Service Delivery/ IT Facility Management.
• Previous experience as a Team Lead or demonstrable experience in leading teams.
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines.
• A passion for Service Improvement.
• Excellent written and verbal communication skills.
• Willingness to support and mentor junior staff.
• Excellent customer facing/customer service skills.
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working.
• Able to manage sensitive and sometimes confidential information.
• Self-motivation and able to take responsibility.
• Able to manage and prioritization of tasks and time efficiently.
• Able to demonstrate initiative and a proactive approach to daily tasks.

Desirable:

• ITIL Qualified
• Expert knowledge of ITIL disciplines
• Understanding of Six Sigma parameters.