Job Title: Delivery Manager Job Description We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures. We are seeking an experienced and dynamic Service Delivery Manager to oversee our Production Support teams. The ideal candidate will have over 10 years of experience in managing production support, with a strong background in both cloud-based and legacy application environments. The Service Delivery Manager will ensure the delivery of high-quality services to our clients and maintain a high level of customer satisfaction. **Key Responsibilities:** 1. Service Delivery Management: - Oversee the end-to-end delivery of production support services for both cloud-based and legacy applications. - Ensure that service levels and performance targets are met or exceeded. - Develop and implement service improvement plans to enhance service delivery quality and efficiency. - Manage relationships with key stakeholders and clients, ensuring their needs and expectations are met. 2. Team Leadership: - Lead, mentor, and manage a team of production support engineers, fostering a collaborative and high-performance culture. - Conduct regular team meetings and one-on-ones to ensure alignment with organizational goals. - Develop training programs and career development plans to enhance team skills and knowledge. 3. Incident and Problem Management: - Oversee the management of incidents and problems, ensuring timely resolution and minimal impact on business operations. - Implement and improve incident and problem management processes and procedures. - Conduct root cause analysis and implement corrective actions to prevent recurrence. 4. Performance Monitoring and Reporting: - Monitor service delivery performance metrics and generate regular reports for senior management. - Analyze performance data to identify trends, issues, and areas for improvement. 5. Stakeholder Management: - Act as the primary point of contact for clients regarding production support services. - Build and maintain strong relationships with clients, ensuring their satisfaction and addressing any concerns or issues promptly. 6. Continuous Improvement: - Drive continuous improvement initiatives to enhance service delivery processes and tools. - Stay updated with industry trends and best practices in production support and cloud technologies. **Qualifications:** - Over 10 years of experience in production support, with at least 5 years in a managerial or leadership role. - Extensive experience with cloud platforms (AWS, Azure, Google Cloud) and legacy systems. - Strong knowledge of ITIL framework and best practices. - Proven experience in incident, problem, and change management. - Excellent leadership, communication, and interpersonal skills. - Strong analytical and problem-solving abilities. - Ability to manage multiple priorities and work effectively under pressure. - Certification in ITIL, PMP, or relevant cloud certifications is preferred. **Key Skills:** - Service delivery management - Production support - Cloud platforms (AWS, Azure) - Legacy systems - Incident and problem management - Change and release management - Team leadership and management - Stakeholder management - Continuous improvement Location: IND Bangalore - 55, Divyasree Towers, Bannerghatta Main Road Language Requirements: Time Type: Full time **If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents (https://www.concentrix.com/resource/job-applicant-privacy-notice-for-california-residents/)**