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Service Delivery Manager

Job Code : ESP/2020/05001 Experience : Above 10 years Location : USA Posted On : 08-Dec-2021

Relevant Experience

Service Delivery management and Presales experience with Software Services Companies

Academic Qualifications

BE/ B. Tech/ MCA

Job Description

  • To ensure effective service delivery by collaborating with sales, delivery and other Espire teams
  • Ensure compliance on raising proactive risk or issue with delivery team and suggest mitigation
  • To improve Customer Satisfaction index and handle client escalation on time
  • To adhere compliance towards Client's goal as identified/ agreed/ monitored
  • Work collaboratively with other Espire teams, including but not limited to solution architecting, presales, client interaction, internal meetings, proposal creation
  • Involve in customer interactions, solutioning, technical discussions, scoping & collaboration with Global delivery and support teams
  • Provide smooth presales activities while collaborating with sales, delivery and other offshore teams
  • Provide solutioning assistance to offshore presales team to ensure completion of proposal on time and with quality
  • To ensure booking and billing of revenue on its part as entrusted by Espire

The desired candidate should have:

  • Technical experience on either Application Management (including Content management) or Customer Communication management platform. Technologies like MS Dot net, Sitecore, Umbraco/Quadient, Opentext Exstream, Streamserve, Kofax/Analytics/Integration/Cloud/RPA
  • Prior project management & solutioning experience using off-shore model and ensuring Quality deliverables
  • Good understanding of various Engagement & financial models
  • Managed mid to large size client engagement for different services
  • Revenue & Growth oriented mindset


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