IT Software Engineer - RDT Digital Operations and Reliability

Overview

Specialist Service Delivery Manager (SDM) role focused on service scope expansion, operational excellence, and leading the AI and Automation roadmap for Global Operations.

What you'll do

• Drive and be accountable for efficient and effective delivery of all managed services.
• Lead scope expansion and implement key efficiencies to improve operational excellence.
• Act as main technical and procedural authority, resolving complex escalations and ambiguities for the Managed Service Provider (MSP).
• Identify delivery risks and assess potential impact.
• Own and facilitate service review meetings (including quarterly) with the service provider and internal service owner.
• Lead AI and Automation Roadmap activities and run monthly reviews for Continuous Service Improvement (CSI).

What you'll need

• Demonstrated experience in vendor management and fostering a CSI culture in complex environments.
• In-depth knowledge of service management (ITIL, etc.).
• Experience leading creation/maintenance of operational documentation and onboarding/offboarding processes.
• Expertise in measuring, analyzing, and managing vendor performance to reduce costs and mitigate risks.
• Experience defining and maintaining a Vendor Performance Dashboard.
• Knowledge and experience implementing AI and Automation solutions within service operations.

Details

• Location: Hyderabad.