76 Itil Frameworks jobs in India
Service Delivery Manager
Posted 2 days ago
Job Viewed
Job Description
**About Ensono**
Ensono is an expert technology adviser and managed service provider. As a relentless ally, we accelerate clients' digital transformation to achieve business outcomes that stand to last. Our dedicated team helps organizations optimize today's systems across any hybrid environment with services such as consulting, mainframe and application modernization, public cloud migration and cloud-native development. With certified experts in AWS, Azure and Google Cloud and recognized as Microsoft Datacenter Transformation Partner of the Year, Ensono has over 3500+ associates globally and is headquartered in greater Chicago.
We care about your success, offering comprehensive strategic and managed services for mission-critical applications. Our Advisory and Consulting services can help upfront with an application strategy or find the right places for your applications - whether it's public, multi or hybrid cloud, or mainframe. And because we span across all mission-critical platforms, we can meet you wherever you are in your digital transformation journey, with 24/7 support when you need it. We are your relentless ally, flexing with you when challenges emerge so you don't feel stuck in place. With cross-platform certifications and decades of experience, our technology experts have become an extension of your team so you're continuously innovating - doing more with less while remaining secure. And that's just the beginning
**Primary Responsibilities:**
+ Acts as a client advocate and a point of escalations for client service delivery needs. Coordinates internally across Ensono with cross-functional teams to ensure the relationship and services levels are achieved. Provides guidance within Ensono's' operational teams to ensure clients have an exceptional experience with the technology solutions we provide and that contractual obligations are met. Actively identifies, captures, and communicates operational risks, insights, opportunities, and efficiencies. Develops and executes improvement plans from discoveries.
+ Works with the assigned Ensono support resources to capture important client data and conducts analyses to identify issues and track progress against the client's business outcomes. This may include analyzing the health/wellness of the client's environment, data on incidents/SLAs.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Educates the operational team in understanding how clients utilize Ensono services in support of their business.
+ Provides guidance on Ensono products (i.e., client portal) by coordinating with internal SMEs and support organizations.
+ Supports relationships across the client's organization to confirm the right level of participation across IT and the business to drive success and achieve the client's outcomes.
+ Maintains and improves CSAT through optimizing service quality and end-to-end client experience.
+ Provides communications for critical business impacting events, account updates, and service improvement plans.
+ Collaborates with the Client Engagement Team (Sales) to build a strong account plan and coordinates to effectively manage client relationships, strategic outcomes, opportunities, and manages the client's overall contractual relationship.
+ Supports the management of critical client issues/incidents via an ITSM based approach, communicating the client's expectations, and ensuring coordination across the Ensono team to deliver.
+ Assesses account performance through Ensono's Client Health Dashboard and works across Ensono teams to manage client challenges and deliver high quality service to each client.
+ Establishes and participates in leading operational meetings focused on ITSM governance and SLA adherence.
**Required Qualifications**
+ 5+ years of IT Service Management experience in a client-facing role
+ Client relationship management experience
+ Operational ability in diverse, large-scale, multi-platform, outsourced environments
+ In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery
+ Proficient understanding of ITIL ( (Information Technology Infrastructure Library) principles
+ Demonstrated understanding of any of the following technologies: Mainframe, Open Systems, Virtualization, Databases, Cloud Computing, Middleware, or Networking Willing to travel as required (e.g., client service reviews at client site)
**Shift Timings:** 5:30 PM to 2:30 AM
JR
Service Delivery Manager
Posted 2 days ago
Job Viewed
Job Description
Our employees have spoken. Our purpose, team, and company culture are amazing and our Great Place to Work® certification in India says it all!
**What You'll be Doing**
Do you have a passion for leading, mentoring and coaching? Looking for an opportunity to learn more about the industry, gain direct management experience, and work closely with an iconic brand? In this role, you'll support and motivate your team to make sure they're on track to meet client goals. You'll work to answer associate questions, issues, and customer escalation while ensuring quality customer experience on every call. You're an instrumental part in creating and maintaining a positive work environment for your team, ensuring we meet client requests and needs and acknowledge a job well done.
**During a Typical Day, You'll**
· Improve the key success metrics associated with goals. These include:
o Customer Satisfaction Score
o Service Level Goals
o Quality Goals
· Coach associates to ensure achievement of company and client goals while addressing employee related issues and coordinating training on new or revised information relating to services, products or processes of projects
· Bring your time management and organizational skills to manage multiple, complex, on‐going tasks and projects while monitoring absence and attendance of your team
**What You Bring to the Role**
· Minimum 1 year call center or equivalent work experience
· Continuously promote a performance-driven culture and always work towards reaching for amazing
· Engage and support your team in making sure they have the proper tools and systems to accomplish day-to-day tasks
· Consistently mentor and inspire others
· Customer focused mindset
· Understanding, interpreting, and manipulating data for reporting
**What You Can Expect**
· Supportive of your career and professional development
· An inclusive culture and community minded organization where giving back is encouraged
· A global team of curious lifelong learners guided by our company values
· Ask us about our paid time off (PTO) and wellness and healthcare benefits
· And yes. a great compensation package and performance bonus opportunities, benefits you'd expect and maybe a few that would pleasantly surprise you (like tuition reimbursement)
Use if Non US based role: Visit for more information.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped companies build engaged, pleased, profitable customer experiences powered by our combination of humanity and technology. On behalf of many of the world's leading iconic and hypergrowth brands, we talk, message, text, and video chat with millions of customers every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. TTEC embraces and is committed to building a diverse and inclusive workforce that respects and empowers the cultures and perspectives within our global teams. We aim to reflect the communities we serve, by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued, belonging, and comfortable being their authentic selves at work. As a global company, we know diversity is our strength because it enables us to view things from different vantage points and for you to bring value to the table in your own unique way.
#Onsite
**Title:** _Service Delivery Manager_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0462I_
Service Delivery Consultant
Posted 5 days ago
Job Viewed
Job Description
Primary Skills – Expert level experience in Project Management with Cyber Security Skills
Domain Skills - Infrastructure Skills
Experience required: 10-12 years
Certification: PMP, Prince2, Scrum
Location -Mumbai
Immediate Joiners are preferred
Job Description
- 10+ Years of Experience in Service Delivery /Program Management role
- Service Delivery Manager should work on multiple projects or initiatives.
- Need strong project management skills to plan, organize, and coordinate resources, timelines, and deliverables.
- Should take accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
- Building strong relationships with teams, clients, COE's and other stakeholders
- Collaborating with CSP ecosystem and bring more value adds & Service improvements across customers.
- Good Understanding of SOW, Scope, Risk Management
- Monitoring & Tracking Service SLA and Risk Management
- Closely worked with Team/Leads and ensure timely delivery
- Weekly/Monthly Status Reporting to Customer and TCS leadership team
- Monitoring Compliance of all Security tools
- Yearly Customer Satisfaction Survery
Manager Service Delivery
Posted 5 days ago
Job Viewed
Job Description
Dear Aspirant,
We are ReSource Pro Operational Solutions Private Limited, Bangalore
About Us:
ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence. Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock. Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009.
Over 12,000+ ReSource Pro employees provide dedicated support to more than 1200+ insurance organizations, consistently achieving a 96% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity and profitability.
ReSource Pro Global Achievements: ISG Provider Lens Insurance BPO Services and Platform Solutions 2020 ReSource Pro is placed as High in Product Challenger. EVEREST PEAK Matrix P&C Insurance BPS Peak Matrix Assessment 2021 ReSource Pro is identified as a strong Market Impact in the list of Major Contenders.
Contact Scope DIRECT EMAIL -
Job Title : Manager - Service Delivery
Report to Service Delivery - Director
Department- Service Delivery Unit
Location - Bangalore, India
Domain Looking for:
US Insurance
US Mortgage
US Healthcare
International Banking Operations/BFSI
International BPO Non - Voice Process
Responsibilities:
Manage service delivery: SLA, capacity planning, escalations, client onboarding, process improvement & enhancement.
Oversee people management: recruitment, training, performance evaluation.
Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)
Talent Inventory
Client Services
Business Growth
Problem Solving
Multiple Managing Projects
Employee Engagement & Budgeting
Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition, Shrinkage and Capacity Planning Competencies and Behaviors.
Manages for effective performance and develop staff
Skills:
Builds effective team relationships
Communicates effectively
Demonstrates functional excellence
Customer centric
Minimum Qualifications On Paper Experience is Mandatory for all the roles mentioned below,
Experience for Operations Manager Minimum 12 years experience, 5-7 years people management experience.
Experience for Sr. Operations Manager Minimum 15+ years experience, 7-10 years people management experience.
Education Background Bachelor Degree (Major) Graduates Only.
Licenses/Certificates N/A Employee Value Proposition: Join Work with the best in class profession and know what they do DIRECT EMAIL -
Service Delivery Manager
Posted 5 days ago
Job Viewed
Job Description
Position Title: Manager - Services Delivery
Location: Mohali
Shift – As per requirement
Position Overview:
In a projectized organizational structure, the Manager - Services Delivery is responsible for the successful execution of IT service projects while also overseeing and managing project-based teams. This role combines leadership in project delivery management responsibilities, fostering a high-performance culture and ensuring teams are engaged, skilled, and aligned with project and organizational objectives.
Key Responsibilities:
Delivery Management:
- Lead and oversee the successful delivery of IT service projects, ensuring alignment with scope, timelines, and budgets.
- Define project objectives, deliverables, and success criteria while managing project lifecycles.
- Track and report project progress using standardized dashboards and KPIs.
SLA and KPI Management:
- Ensure that all projects meet contractual SLA obligations and internal performance standards.
- Conduct root cause analyses for SLA breaches and implement mitigation strategies to avoid recurrence.
Customer Relationship Management:
- Act as the primary liaison for customers on project-related issues, updates, and escalations.
- Regularly conduct project reviews and feedback sessions with clients to enhance satisfaction and retention.
Operational Efficiency
- Monitor service delivery metrics and take corrective/preventive actions as needed.
Resource & People Management:
- Assign, manage, and oversee project-specific team resources, ensuring optimal utilization and alignment with project goals.
- Foster team engagement, collaboration, and motivation to maintain a high-performance culture.
- Conduct regular performance reviews, provide constructive feedback, and address underperformance for the people who are directly reporting to him for SDM space.
- Identify training needs and coordinate professional development opportunities to enhance team skills and capabilities.
- Develop succession plans and career paths for team members to align with organizational goals.
- Ensure timely onboarding and proper allocation of new resources for projects.
Risk and Issue Management:
- Maintain a risk register for projects, proactively identifying and addressing potential risks.
- Facilitate rapid escalation and resolution for critical project issues.
Change and Transformation Management:
- Manage project scope changes through structured Change Control Processes.
- Communicate and align stakeholders on transformation initiatives and ensure proper documentation.
Governance and Compliance for Projects:
- Establish and monitor governance frameworks for effective project delivery.
- Ensure compliance with legal, regulatory, and organizational standards on a per-project basis.
- Conduct Daily, Weekly & Monthly Cadence with external and external stakeholders.
Delivery Financial Management:
- Develop and track project budgets, billing, and financial forecasts.
- Maintain financial dashboards to monitor project profitability and cost-effectiveness.
- Conduct variance analysis between planned and actual financial outcomes for each project.
Continuous Improvement:
- Collect feedback from project teams and clients to implement process improvements.
- Promote a culture of innovation and learning within the project teams to drive efficiency and quality.
Qualifications:
- Education: Bachelor’s degree in IT, Project Management, or a related field.
- Experience:
- Greater than 10 Years in Service delivery in EUC , Networking and similar role in IT Managed services.
- Proven experience in managing projectized environments, IT service delivery, and people management.
- Demonstrated success in leading and developing diverse teams.
- Certifications: PMP, PRINCE2, ITIL, or Agile certifications are required.
- Skills:
- Expertise in project management frameworks (e.g., Agile, Waterfall).
- Proficiency in team management tools (e.g., ServiceNow, Jira, Microsoft Project).
- Strong leadership, conflict resolution, and decision-making abilities.
- Exceptional communication and interpersonal skills.
Key Competencies:
- Ability to lead cross-functional and geographically dispersed teams
- Proven expertise in managing end-to-end service delivery lifecycles, from initiation and planning to execution, monitoring, and closure
- Leadership and Team Management: Ability to inspire, guide, and manage teams to achieve goals.
- Project Orientation: Expertise in handling project lifecycles from initiation to closure.
- Stakeholder Management: Effective communication and relationship-building with clients and teams.
- Resource Optimization: Strategic allocation and management of resources to ensure efficiency.
- Risk Mitigation: Proactive identification and resolution of risks.
- Continuous Improvement: Focus on driving innovation and quality enhancements.
- Strategic thinking and problem-solving
- Customer focus and service excellence
- Attention to detail and process orientation
- Conflict resolution and escalation management
- Analytical & Reporting Skills
- Knowledge of ITIL framework and ISO standards
Work Environment:
- Responsible for managing account(s) with a revenue size of minimum $2 million
- Dedicated to leading project-based teams across multiple projects concurrently.
- Occasional travel to customer or project sites may be required.
- Flexibility to work outside regular hours to meet project milestones or address critical issues.
Service Delivery Lead
Posted 1 day ago
Job Viewed
Job Description
Would you like to work in a Great Place To Work whilst being part of a global service delivery team serving over 50,000 board members across 40 countries?
Our product is trusted by global Fortune 500 listed companies as well as the regulators both in India and worldwide.
If you feel you are up for the task of dealing with Board members of blue chip corporates and government entities, we are looking for a dedicated, dynamic, passionate, person to join our internationally growing team. This job is based in Mumbai, India.
For more information, visit
- Take leadership in client delivery activities for a region assigned.
- Responsible for the overall delivery for the client ensuring client satisfaction.
- Coordinate with technical teams to provide solutions to customer requests.
- Provide clear and precise reporting to the management.
- Churn Management in their region and reporting on Churn.
- Upsell and Cross Sell.
- Client Satisfaction Surveys and Health checks periodically including G2 and Capterra reviews. All customers minimum once a year and the top 10 in each market 2-4 times a year to be done.
- Interact and correspond with clients and partners and attend client meetings.
- Provide user trainings for Administrator, Organizer and Members.
- Coordinate with internal teams on client delivery related activities.
- Responsible to complete the UAT process together with customers.
- Follow the client delivery processes in all activities.
- Follow up on client health and client delivery milestones globally with other delivery team members worldwide.
- A minimum of 2 years of relevant experience in client service delivery or a related field is required.
By resuming your application to this opportunity, you are providing your consent for us to use the personal information included in your resume solely for recruitment-related purposes. We assure you that all personal data shared will be handled with strict confidentiality and used exclusively for the hiring process. Your information will not be retained beyond the conclusion of the recruitment process.
Manager, Service Delivery
Posted 5 days ago
Job Viewed
Job Description
Dear Aspirant,
We are ReSource Pro Operational Solutions Private Limited, Bangalore
About Us:
ReSource Pro brings to the insurance industry tools, technology and strategic services that enable profitable growth through operations excellence.Headquartered in New York, ReSource Pros global service centers address client operational needs around the clock.Recognized as an industry thought leader and listed as one of Inc. 500/5000 Fastest Growing Private Companies annually since 2009.
Over 12,000+ ReSource Pro employees provide dedicated support to more than 1200+ insurance organizations, consistently achieving a 96% client retention rate for over a decade. We help you execute your most complex business objectives with solutions designed to boost performance, productivity and profitability.
ReSource Pro Global Achievements: ISG Provider Lens Insurance BPO Services and Platform Solutions 2020 ReSource Pro is placed as High in Product Challenger.EVEREST PEAK Matrix P&C Insurance BPS Peak Matrix Assessment 2021 ReSource Pro is identified as a strong Market Impact in the list of Major Contenders.
Contact Scope DIRECT EMAIL -
Domain Looking for:
US Insurance
US Mortgage
US Healthcare
International Banking Operations/BFSI
International BPO Non - Voice Process
Responsibilities:
Manage service delivery: SLA, capacity planning, escalations, client onboarding, process improvement & enhancement.
Oversee people management: recruitment, training, performance evaluation.
Responsibility Area (E.g. Budgeting & Planning, Team Management, etc.)
Talent Inventory
Client Services
Business Growth
Problem Solving
Multiple Managing Projects
Employee Engagement & Budgeting
Auditing, Training, Quality check, SOP creation, Process Transition, Escalation management, Performance management, Attrition, Shrinkage and Capacity Planning Competencies and Behaviors.
Manages for effective performance and develop staff
Skills:
Builds effective team relationships
Communicates effectively
Demonstrates functional excellence
Customer centric
Minimum Qualifications On Paper Experience is Mandatory for all the roles mentioned below,
Experience for Operations Manager Minimum 12 years experience, 5-7 years people management experience.
Experience for Sr. Operations Manager Minimum 15+ years experience, 7-10 years people management experience.
Education Background Bachelor Degree (Major) Graduates Only.
Licenses/Certificates N/A Employee Value Proposition: Join Work with the best in class profession and know what they do DIRECT EMAIL -
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Service Delivery Lead
Posted 23 days ago
Job Viewed
Job Description
Job Profile : Service Delivery Lead
Location : Dwarka sec 28
Salary : upto 25000pm
Experience : 1 -3 yrs
Employment Type : Full Time
Facility : Cab Facility
Job Overview
We are seeking an experienced Service Delivery Lead to join our team in Delhi. This is a full-time, mid-level position responsible for ensuring top-notch service delivery, managing vendor relations, and maintaining seamless operational standards. The ideal candidate will have a knack for project management and is adept at handling service delivery oversight and issue resolutions.
Qualifications and Skills
- Proven experience in issue resolution to ensure customer satisfaction and operational efficiency (Mandatory skill).
- Expertise in service delivery oversight to maintain consistent quality and adherence to service level agreements (Mandatory skill).
- Experience in tracking delivery boys to ensure smooth logistical operations (Mandatory skill).
- Proficient in project management to handle multiple projects efficiently, ensuring timely delivery and quality.
- Strong vendor management skills to negotiate and manage relationships with service providers.
- Adept at ensuring quality service delivery, focusing on delivering unparalleled customer experience.
- Exceptional communication skills to interact effectively with clients, team members, and stakeholders.
- Solid technical knowledge to understand and oversee technical implementations and service delivery processes.
Roles and Responsibilities
- Oversee and manage service delivery operations to ensure compliance with quality standards and company policies.
- Coordinate with the project management team to streamline processes and improve service delivery efficiency.
- Handle issue resolution processes, ensuring prompt and effective responses to client inquiries and problems.
- Implement tracking systems for delivery boys to optimize operations and ensure timely deliveries.
- Maintain strong relationships with vendors to ensure service delivery alignment with business goals.
- Facilitate communication among team members, vendors, and clients to support service delivery objectives.
- Monitor service delivery metrics and report on performance, identifying areas for improvement.
- Ensure all operations align with business strategies and contribute to achieving organizational goals.
SAP Service Delivery Manager
Posted 2 days ago
Job Viewed
Job Description
You can make a difference by executing the following roles and responsibilities:
· Gathering business requirements, creating functional specifications and writing documentation
· Analyzing, developing and testing in the area of risk, finance and compliance in an IT environment
About NTT Data Business Solutions
We deliver powerful SAP Solutions to the world. At NDBS, you will:
- Solve the IT complexities for small, medium and large enterprises across the globe
- Implement innovative processes, methodologies to enhance our customer businesses
- Lead, inspire, establish trust and work together in support of a common goal
- Be agile and flexible; efficiently balance work and life
- Get to learn and implement latest SAP technologies, Big Data, AI and Analytics
- Have a vision to make technology awesome for businesses around the globe
We are looking forward to see the following skills and capabilities in you:
Customer centric skills, communication skills, analytical skills, result driven approach and collaborative skills, along with self driven skills. These skills are essential to essay the role of a SAP SDM. In addition, it's important that you recognize everything in the checklist below:
SDM is responsible for coordination with Client team and is the primary contact for all things related to delivery. He/She is responsible for working with Client's team on the short term and long term strategic roadmap potentially involving system & solution enhancements/ upgrades, planning and execution of the same. He is also the first point of escalation as he is responsible for managing all the deliverables and teams involved. Quality, SLA management , continuous improvement, achieving efficiency, advisory services for business process improvement & best practices adoption are his/her key focus areas.
Details of his/her activities during different phases of engagement are:
Project Preparation and Onboarding:
- Establishes the Customer contact.
- Establishes the Connectivity with Client.( IT/ Documentation/tools/processes Key Users, Business etc.,)
- Builds operational and working procedures
- Establishes relationship with Client's Onsite/Offshore and India AMS teams.
- Fixed India team Onboarding and off boarding.
- Manage the shared pool on boarding and off boarding with internal organization
- Gathers all the information on systems/landscapes/ document compilation etc.,
- Transition Planning
- Scheduling and ensuring the workshops are happening as per the planned schedule.
- Reporting back on transition and preparedness of the team to client manager
Operations:
Responsible to manage the smooth operations of the project - Service Delivery
- Responsible to manage the work deliverables of the consultants for AMS team in India.
- Ensure the change request management process is executed smoothly
- Responsible to manage the right estimates are provided to ROLE OF SDM IT heads.
- Responsible for getting all the change requests are approved from ROLE OF SDM
- Responsible for delivering the change requests on time and at the agreed cost
- Responsible for managing the change request KPI SLA's
- Similarly also responsible for all incident related SLA's
- Support the team in collaborating with Onsite, ROLE OF SDM India and AMS teams for all work related matters.
- Coordinates the entire onsite travel for the consultants with Client Management
- Leave planning and communication.
Tracking, Reporting
- Responsible for tracking all the incidents and change requests that are related to India AMS team.
- Monitor the SLA's and KPI's during the month
- Internal follow up with teams on the deliverables.
- Conduct periodic meetings with Client IT management and report on the progress of the deliverables.
- Collaborate on new opportunities with Client Management
- Track the time management of the teams
- Report on time and invoicing during the month end
- Other month end activities
- Periodic reports on SLA's, tickets , CR's, time, cost etc.,
Escalation Management
- SDM is the first reporting and escalation point for Client for all operational matters
- Executes the Escalation matrix agreed upon with Client
- Responsible for resource replacements.
Quality Management
- Ensure the deliverables are firstly meeting our internal CMMI standards
- Ensure the deliverables are in line with Client's quality standards
- Facilitate periodic internal and client specific Quality Audits.
Future Planning
- Work with Client's IT management for new projects
- Improving service quality
- Reducing the cycle times
- Planning for new projects
- Demand management
Skill upgradation to suit Client's requirements
- Excellent analytical and problem solving skills
- Excellent verbal and written communication skills and can communicate clearly and concisely
- Strong executive presence and ability to interact with Customer Top Management
- Proven ability to transfer knowledge and stay aware of current trends and technical advancements
- Need to be a team player
- You understand that an employer brand is more than a logo, and know how to communicate the value prop of working at our company both authentically and transparently
- Bachelor or Master degree
- Willingness to travel
- Able to link the business wish to an IT solution
- Passionate about SAP, ready to learn and grow
- Business Travel: Project specific travelling is mandatory for all the SAP Consultants.
Interested?
Do you want to become the best version of yourself? Are you ready to experience and explore new things? We love to help you achieve this by focusing firmly on your growth, development and investing in an environment where you learn every day. We give you room to experience, innovate and initiate. In this way, we offer you numerous opportunities to grow and help you exceed your expectations, to do the right thing exceptionally well, and to therefore grow as a professional.
In addition, with us, you can also expect:
- Get to work on the latest SAP technologies, apart from your skillset - SAP Technologies, Analytics, S/4HANA Cloud
- Industry based solutions
- Contribute to the development of new IP - the NDBS products for the SAP customers
- Paid holidays
- Best health insurance benefits to you and your family members; "We care for our employees and their families, who have been part of our success journey"
- Professional development benefits
- Employee assistance program
- Wellness programs
- Re-entering the workforce after taking time off in the middle of your career
**Get empowered by NTT DATA Business Solutions!**
**We transform. SAP® solutions into Value**
**For any questions related to Job Description, you may connect with below specified contact from Recruiting.**
**Recruiter Name:** _Mrunali Ghodke_
**Recruiter Email ID:**
**NTT DATA Business Solutions is a fast-growing international IT company and one of the world's leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.**
Team Lead, Service Delivery
Posted 2 days ago
Job Viewed
Job Description
Be the spark that brightens days and ignite your career with TTEC's award-winning employment experience. As a Recruiter working onsite in Mohali, you'll be a part of
creating and delivering amazing customer experiences while you also #experienceTTEC, an
award-winning employment experience and company culture.
Our employees spoke. Our purpose, team, and company culture are amazing, and
our Great Place to Work® certification in India says it all!
**What You'll be Doing**
You take a problem and turn it into a solution. Delivering amazing experiences brings a smile to your face, and you find it very rewarding. You'll use your "get it done", high-energy, professional approach to answer inbound chats and emails from customers. You'll help your team members every single day to meet their productivity targets, actively understanding customers' needs, and answering questions.
**As a TTEC Customer Experience Champion, You'll Enjoy:**
+ Fun, talented, and witty teammates
+ Knowledgeable, encouraging, and present leadership
+ Family-friendly environment
+ Free-spirited, theme-based employee events
+ Diverse and community-minded organization
+ Career growth and lots of learning opportunities for aspiring minds
+ And yes.all the competitive pay and benefits you'd expect
**On a typical day, you'll**
+ Ensure that your team is meeting their productivity and quality targets
+ Resolve queries or concerns that the team might have
+ Effectively lead a high-performing team
+ Achieve high levels of customer delight
**Why You? What You Bring:**
Connections are everything here at TTEC. That means we connect with our customers, our teammates, and most importantly with you. And the ability to connect yourself is what you bring to the table. along with the following:
+ Computer savvy
+ High school graduate or equivalent
+ Competency using MS Office applications
+ 2 years of experience as a Team Lead in a BPO - Voice Process
+ The passion and drive to make a difference
+ Good understanding of CSAT, NHT, Shrinkage, ASTT.
+ Knowledge on Quality Hire, Attrition Rate, FCR, NPS
+ Hands-on Coaching, Escalation handling, Agent productivity.
**About TTEC**
Our business is about making customers happy. That's all we do. Since 1982, we've helped
companies build engaged, pleased, profitable customer experiences powered by our
combination of humanity and technology. On behalf of many of the world's leading iconic
and hyper-growth brands, we talk, message, text, and video chat with millions of customers
every day. These exceptional customer experiences start with you.
TTEC is proud to be an equal opportunity employer where all qualified applicants will
receive consideration for employment without regard to race, color, religion, sex, sexual
orientation, gender identity, national origin, disability, or status as a protected veteran.
TTEC embraces and is committed to building a diverse and inclusive workforce that
respects and empowers the cultures and perspectives within our global teams. We aim to
reflect on the communities we serve by not only delivering amazing service and technology,
but also humanity. We make it a point to make sure all our employees feel valued, belong,
and comfortable being their authentic selves at work. As a global company, we know
diversity is our strength because it enables us to view things from different vantage points
and for you to bring value to the table in your own unique way.
#LI-Onsite
**Title:** _Team Lead, Service Delivery_
**Location:** _India-Punjab-Mohali_
**Requisition ID:** _0483H_