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Open nowPosted 6 days ago

Sr Service Delivery-M221I07

Matthews International Corporation69 open roles

Where
Chennai, TN, IND
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Your applicationOpen nowSr Service Delivery-M221I07Matthews International Corporation · Chennai, TN, IND

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The clock on this job

Early applications get read.

12.4% of postings close within 7 days. Measured by our own scanner across the market. Matthews International Corporation postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.4%7 days
  4. 20.0%14 days
  5. 35.5%30 days
  6. 58.6%60 days
This job: posted 6 days ago

Matthews International Corporation median: 1 days open

The posting

The Sr Service Delivery role is responsible for Service Management oversight across a defined region, with responsibility to escalate incidents and coordinate resolution on application and infrastructure related issues and projects.

· Pro-actively monitor tickets and incidents in the region.

· Assists with the management of local stakeholders’ expectations and requirements for delivery of IT services, acting as single point of contact for IT service and support.

· Coordinates cross-tower communication to ensure incidents and projects are executed in accordance to business expectations.

· Executes the incident and problem management processes for regional incidents.

· Oversees the resolution of all priority #1 and #2 incidents, acts as escalation point for service issues, and executes the problem management processes for regional incidents.

· Ensures Service Desk provides effective service to regional and local business stakeholders.

· Assists with the development of service strategy and improvement initiatives to ensure continuous improvement and effective delivery of IT service requirements.

· Provide seamless introduction of new services, ensuring all operational acceptance criteria are met and the solution becomes a defined service in line with business expectations of support levels.

· Aides in providing regular service reporting to regional and local stakeholders on IT performance and SLAs.

· Delivers business alignment and IT service continuity planning with the regional and local business stakeholders.

· Operates contracts, conduct governance and service reviews and aides in the management of service improvement initiatives with local tier 2 and 3 vendors.

· Additional duties as assigned.

· Bachelor’s Degree in Information Technology or related field.

· 4+ years of previous IT service management or delivery role operating with complex IT services and environments.

· Experience with formal service support processes and procedures based on ITIL, including incident, change, problem management and service improvement.

· Strong supplier and commercial management skills, including experience with developing and managing effective service level agreements.

· High degree of proficiency in MS Office Suite, Outlook & Internet applications.

· Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills.

· Strong verbal and written communication skills (including analysis, interpretation, & reasoning).

· Solid understanding and application of mathematical concepts.

· Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients.

· Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment.

· Ability to work with and influence peers and management.

· Self-motivated with critical attention to detail, deadlines and reporting.

PHYSICAL ASPECTS/WORK ENVIRONMENT:

· Regularly required to stand; walk; sit; and talk, hear and see.

· Occasionally lift and/or move up to 10 pounds.

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