Service Delivery Manager

• Management of daily activities of a team size of 200+ analysts

• Engages in Customer Escalations

• Ensures achievement of all system, team and individual Customer Service goals and standards

• Manages Key performance indicators

• Maintain complete knowledge of all service tasks and programs, as well as system and telecommunications capabilities

• Responsible for administrative aspects including reporting

- Superior communication (oral, written), presentation, and interpersonal skills

• Demonstrated ability to develop and implement process enhancements including technology and performance

• Ability to plan, prioritize, organize and communicate/sell effectively

• Proficiency in Work-force management applications, Quality tools and technologies

• Experienced in goal setting (defining and prioritizing specific, driving objectives)

•Responsible for Process level compliance on various standards.

•Backup for the SDL in absence