Assistant Manager - Service Delivery

Job Description

About FlipkartFlipkart is India s largest e-commerce marketplace with a registered customer base of over 150 million. In the 10 years since we started, Flipkart has come to offer over 100 million products across 120+ categories including Smartphones, Books, Media, Consumer Electronics, Furniture, Fashion and Lifestyle.Launched in October 2007, Flipkart is known for its path-breaking services like Cash-onDelivery, No-Cost-EMI and 10-day replacement policy. Flipkart was the pioneer in offering services like In-a-Day Guarantee (65 cities) and Same-Day-Guarantee (13 cities) at scale. With over 1,20,000 registered sellers, Flipkart has redefined the way brands and MSME s do business online.Assistant Manager - Service DeliveryRoles & Responsibilities:- Ensure that Flipkarts IT strategy and business plan are understood by all the team members. - Act as an escalation point for team members.- Measure, monitor and work to drive down incident levels.- Identify and implement improvements to the Service Desk incident logging system (BMC Remedy) in order to provide a more effective and efficient service to customers.- Contribute to the success of the business and assist in improving the overall customers experience within the team.- Meet goals and KPIs as set by the management.- Ensure that team s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly.- Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.- Oversee the prompt completion of breached SLA tickets and track trouble ticket resolution metrics against SLAs.- Promote and adhere to processes that support the ITIL methodology.- Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.- Produce SLA exception reports and investigate the root cause of the SLA breach.- Work with Various Tech & IT team to analyse day to day reported issues & project how we can reduce problems & increase productivity.- Develop strategic plans and implement the objectives of the information technology needs of the company to ensure the computer capabilities are responsive to the needs of the companys growth and objectives.- Develop and establish operating policies, ITIL practices, internal controls and best practice approaches for computing and information technology systems / services.- Accurate and timely reporting of all MIS to Operations, Senior Management and other customers.Posted On :Assistant Manager - Service DeliveryRoles & Responsibilities:- Ensure that Flipkarts IT strategy and business plan are understood by all the team members. - Act as an escalation point for team members.- Measure, monitor and work to drive down incident levels.- Identify and implement improvements to the Service Desk incident logging system (BMC Remedy) in order to provide a more effective and efficient service to customers.- Contribute to the success of the business and assist in improving the overall customers experience within the team.- Meet goals and KPIs as set by the management.- Ensure that team s KPIs are monitored, actions are taken, evaluated accordingly and delegated properly.- Review aspects for improvement with own practices and processes and ensure that communication takes place across the whole area of responsibility.- Oversee the prompt completion of breached SLA tickets and track trouble ticket resolution metrics against SLAs.- Promote and adhere to processes that support the ITIL methodology.- Measure and report on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed and breached statistics.- Produce SLA exception reports and investigate the root cause of the SLA breach.- Work with Various Tech & IT team to analyse day to day reported issues & project how we can reduce problems & increase productivity.- Develop strategic plans and implement the objectives of the information technology needs of the company to ensure the computer capabilities are responsive to the needs of the companys growth and objectives.- Develop and establish operating policies, ITIL practices, internal controls and best practice approaches for computing and information technology systems / services.- Accurate and timely reporting of all MIS to Operations, Senior Management and other customers.Open Positions :1Posted On :01-Jan-1970Skills Required :ITIL,IAM,AD,LDAP,GPO,DNS,Posted On :ITIL,IAM,AD,LDAP,GPO,DNS,Location :Bangalore,KarnatakaPosted On :Bangalore,KarnatakaEducation/Qualification :Any DegreePosted On :Any DegreeDesirable Skills :ITIL,IAM,AD,LDAP,GPO,DNS,Posted On :ITIL,IAM,AD,LDAP,GPO,DNS,Years Of Exp :10 to 14 YearsPosted On :10 to 14 YearsApply Back RecruiterTo:Enter comma separated emailsPlease enter at least one email Please enter a valid email address From:Please enter the from email addressPlease enter a valid email addressSubject: Please enter the email subjectHi,Job Title : Assistant Manager - Service Delivery Location : Bangalore,Karnataka Mandatory Skills : ITIL,IAM,AD,LDAP,GPO,DNS, Experience : 10 to 14 Years You can view the details of the job and apply hereSend Email Cancel,

Keyskills :
salesmisaccountstatbankingroot causeit strategyservice deskservice deliverysenior managementinternal controlsperformance metricsconsumer electronicsdelivery performancecustomer satisfaction