Job Description :

Greetings from Xiartech!

I tried to reach you out for the below position. Please have look over the JD and share me a copy of your resume.

Job Title – Service Delivery Lead - Telecom
Location- Dallas, TX
Duration – Contract (6+ Months)

Job Description:
Service Delivery Lead is accountable for managing service delivery to one dedicated client account promoting new business growth & continuous improvement of productivity, service quality and customer satisfaction.

Focus Areas/KPIs:
Delivering service that meets SLA and delights the customer(KPI: SLA achieved & high customer satisfaction)
Achieving productivity improvements (KPI: Value for customer & enhanced margin)
Transforming and growing the business (KPI: Further profitable service revenue)
Developing strong relationships with Customer(s) and teams (KPI: Strong network in place & people development is evident)
Manage Profitability - responsible for Budgeting( KPI: P/L and Financial Management)
Advocacy of domain solution capabilities( KPI: Develop strong domain capability & elevate relationship with customer leadership)
Required Skills:
1.Lead and Manage large teams spread across multiple geographies and various technical towers.
2.Strong ITIL & SAFe Agile Processes knowledge
3.Vendor Management & Contract Negotiation Skills & Experience.
4.Overall Strong Technology Landscape Understanding & Experience of Managing end-to-end Telecom Application Delivery engagements with excellent knowledge in O/BSS, Digital Solutions, IoT, Video Services domains.
5.Knowledge of latest cloud technologies from different cloud providers like Azure, AWS, Microsoft & Google
6.Experience of working with technical architects and design engineers
7.Strong written and verbal communication skills
8.Strong Analytical and Presentation Skills
9.Budgeting and P/L management experience
10.Strong client relationship management skills Build and Manage customer relationship at Dir/Sr. Dir/CXO level
11.Strong knowledge and experience in IT Operations management
12.Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members
13.Experience of managing multiple parallel projects and ensuring on-time as well as quality delivery of the projects

Key Accountabilities:
Accountable for managing end to end service delivery for one dedicated account
Accountable for overall end-to-end IT application service delivery from multiple tracks (Digital, Analytics, Video Application, IoT Applications, Order Management, Billing, Service Assurance etc
Provides a focus for SLA management and customer satisfaction. Ensure the information systems and the review structure for SLAs and client satisfaction are in place and effectively used.
Build and nurture client relationships across levels in CIO,CTO, CPO & Business Organizations
In conjunction with the Accounts / Sales teams stimulates & defines requirements for new services in line with Service Line Strategy. Ensures such offerings are professionally introduced, accepted and deliverable
Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value.
Ensures and monitors that processes are in place to pro-actively protect consistent service quality through rigorous management of change control and acceptance into service procedures.
Ensures resources, capabilities and capacity to meet both existing and new business demand
Provides expert problem management support to difficult, high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through with any learning applied for future benefit
Oversees the integration of all service delivery units and constantly improves the quality and inter-working of the whole service team, including Customer other service partners and suppliers to ensure a seamless end-to-end delivery of service for clients
Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
Motivates, develops and mentors other service delivery employees and managers where relevant
Maximizes same account growth opportunities
Champions team-working, re-use, knowledge sharing and promotes the increased use of best practices
Provides support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offers)
P&L Budgeting and Management
Produce management and account performance reports to an agreed schedule or upon request
Attend client service review meetings covering performance, service improvements, quality and processes
Resource Management Training Facilitation, Talent farming, Attrition, Rotation etc. as per Organization guidelines.
Project Management Skills

Mukesh Kumar
Technical Recruiter

Xiartech, Inc.
4191 Innslake Dr. Suite 211, Glen Allen, VA 23060
Tel x 325 cell

Client : HCL