Service Delivery Manager

Key Responsibilities: • Proactive Service Management - Continuously monitor, refine, and optimize service delivery processes to anticipate risks and implement preventive solutions. • Incident & Ticket Reduction Initiatives - Drive automation and process enhancements to minimize recurring incidents, improve resolution time, and reduce overall ticket volume. • Collaboration with Internal Co E - Partner with the Center of Excellence (Co E) to implement Generative AI, Agentic AI, and Automation, optimizing workflows and enhancing service efficiency. • Client Relationship & Satisfaction - Strengthen client relationships by ensuring exceptional service delivery, addressing concerns proactively, and enhancing customer experience. • Performance Monitoring & Insights - Analyze service trends, track key performance indicators (KPIs), and generate actionable insights to improve operational excellence. • RFP Contributions & Strategic Planning - Support Request for Proposal (RFP) processes by providing expert insights, defining service strategies, and aligning delivery models with client needs. • Team & Vendor Coordination - Collaborate with internal teams and external vendors to streamline operations, enhance service capabilities, and drive innovation in service delivery. • Continuous Innovation & Process Improvement - Stay ahead of industry trends, leverage emerging technologies, and drive ongoing enhancements to improve service delivery models Role Summary: • Function as the bridge between BAU team and designated Clients & Function as the Single Point of Contact (SPOC). • Ensure delivery of services as per agreed contractual KPIs . • Review existing processes and recommend continuous improvements / streamlining through Value adds & initiatives. Temenos transact knowledge is mandatory. • Actively monitor outstanding tickets and enhancements logged under allocated clients. • Prioritize open tickets for analysis based on client's feedback & Prioritize tickets in Maintenance and ensure delivery as per SLA. • Follow-up with client for any additional information required for logical closure of ticket. • Liaise with Client and Account/Project Managers to understand different milestones like UAT, Upgrade, go-Live etc., and keep department informed. • Provide constant updates over conference calls or through e-mail. • Communicate about re-schedule in the delivery of fixes, if any. • Mentor support managers in specific regions and also take care of Top Tier clients. Function as Support Account Manager for specific clients meeting • Ensure and Maintain High Satisfaction rating from clients • Periodic Status reporting to both internal and client stakeholders • Experience in working on RFPs and SOWs is preferred Skills & Experience • Candidates with a BE/B Tech degree, possessing 5 to 7 years of experience in core banking product support, 3 to 5 years of project management experience, and an overall experience of 8 to 12 years, suitable for the role of Service Delivery Manager. • Knowledge in Temenos Transact is preferred • Client facing experience •Excellent relationship building and communication skills • Well Versed in excel and project management plans , presentation skills • Working Knowledge in tracking reports and manage Metrics, Revenue Vs Cost management • Industry Awareness in terms of leading practices. • Understanding Customer pain points and knowledge on how to achieve customer satisfaction #J-18808-Ljbffr