Service Delivery Team Lead
Job details
Service Delivery Team Leader: Company Description Anakage is a category creator of End User Support automation using mix of CoBotics (Bots augmenting human capabilities) and Automation capabilities that delivers superior user experience and the strongest business case for clients and partners. Anakage serves global clients and is a great place for those who want to grow an organization with their passion, hard work, learning, innovation and teamwork and change the future of End User Experience and Service Desk operations. Product innovation and user delight is in Anakage DNA and so is pushing the bar higher every time. Job Description This role will manage multiple Service Delivery tracks to ensure MSP driven Client engagements achieve desired outcomes using Anakage platform. As a Service Delivery portfolio lead SDM will ensure challenged engagements receive adequate quality support and are monitored to execute against Go-to-Green Plans. Establishes operational processes and standards to mitigate planning and delivery issues. Monitors and manages Operating metrics, intervenes to course correct, and uses PM dashboards to identify issues and collaborate with CSM, Engineering, Client IT and MSP SD teams to adopt relevant processes and solutions. SDM will play a crucial role to support Anakage’s clients and partners to understand, adopt, use and create desired outcomes using Anakage platform. The role will work closely with Client’s Service Delivery Managers, Anakage’s Customer Success Managers and Partner’s Service Delivery and Practitioners to provide Platform and Solution mapping to client’s environment & automation requirements and implement and improve outcomes throughout the engagement. The main responsibilities of the role are as follows:
- Consult and support Clients in Trial, Project manage Deployment, Train IT Ops and drive ongoing Continuous improvements
- Understand Client’s environment, top call volume drivers, automation requirements and map to Anakage products and define solutions.
- Documents requirements and handle testing in pliot and Production
- Develop solutions on Anakage platform and Windows PowerShell etc
- Train Clients’and Partners’ Service Delivery and IT ops team on Platform features and solutions
- Become a part of clients’ and partners’ Solution, Implementation and Services Delivery team
- Work remotely and on a need basis work in Clients’ time zone (US, UK, others)
- Drive continuous improvement by relentlessly monitoring usage and effectiveness reports
- Continuously learn from ITSM logs, new technologies and Anakage’s product upgrades and new Product lines
- Travel on a need basis to Client location and Company headquarter/training centres
- Minimum of 2 years of experience in Technology Consulting or System Analyst roles
- Digital Workplace technologies (DEM, End Point Management & Automation) exposure and experience is preferred.
- Minimum of 2 years of Project Management experience in IT specifically Tools deployment and thereafter Service Delivery using those tools
- Good Technical knowledge on end user computing, IT operations and ITIL,
- Experience in Tools implementation and Change Management
- Demonstrated experience of previous learning of new technologies in an unsupervised environment and applying in form of consulting, training or implementing these technologies
- Excellent communications and project management skills
- Experience of working with internal and external team members across cultures and geos
- Hands on experience in trouble shooting and data/log analysis
- Lead and build not just do a job
- Competitive pay
- ESOPs for strong and consistent performers
- Flat hierarchy
- Uncapped growth
- Loads of fun
- Flexible working
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