Anupreet Sood

Service Delivery Manager @Avaya

Reporting in the Head of Service Delivery I’m accountable for handling contracts, deliverables, and overall management of a defined portfolio of IT Services. This includes service health, risk reduction, cost optimisation, and customer happiness. Responsible for Global Finance Customer Experience Management for following technologies implemented in customer environment – UcaaS, CCaaS & SaaS Solutions, IP Cloud, and Contact Centers. Coordinating the Managed Service teams to deliver products and services on time for the clients for which they have the responsibility ensuring smooth operation and meeting agreed on SLA delivered by the team across 24x7 shifts Maintaining end-to-end accountability for client satisfaction and overall delivery excellence within Managed Services Conducting pipeline demand and workforce planning with Resource Planners to ensure that the right level and number of resources are in the post to fulfill the planned delivery of products and services, Delivering client satisfaction, operational efficiency, and overall excellence by identifying opportunities (or issues) and assisting with a speedy resolution with impact service levels. Responsible for products and service delivery reporting and optimising Managed Service processes Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the Head of Managed Services Managing and setting the expectations for stakeholders of the Managed Services products and services while helping them understand resource constraints and prioritisation Continuously improving the delivery model and strategy, implementing, and managing delivery with the associated teams, and holding the teams to the highest standards of delivery disciplines and accountability Chairing regular cadence calls with customers to present the report on SLA governance