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Service Delivery Manager (Mumbai or Bengaluru)

Date:  Jan 16, 2022

Bengaluru, KA, IN

Requisition ID:  31413

About Avaya

Businesses are built by the experiences they provide, and every day millions of those experiences are delivered by Avaya Holdings Corp. (NYSE: AVYA). Avaya is shaping what's next for the future of work, with innovation and partnerships that deliver game-changing business benefits. Our cloud communications solutions and multi-cloud application ecosystem power personalized, intelligent, and effortless customer and employee experiences to help achieve strategic ambitions and desired outcomes. Together, we are committed to help grow your business by delivering Experiences that Matter. Learn more at www.avaya.com.

About the Role


The purpose of this role is to act as a dedicated or designated liaison between the company and customers to improve customer satisfaction and to meet operational service level agreements based on contractual obligations.

This person develops and maintains customer relations by being the focal point for the Avaya Services. This person should have a focus on customer service, an understanding of the company’s products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support clients with complex solutions.

Able to work flexible hours including late night and early morning to support global customers in North America/APC region to support the business requirements (10-20% time in a month).

About the Responsibilities 


  • Primary responsibility is to develop a trusting relationship with customer management and ensure customer satisfaction.
  • Serve as the customer’s primary point of contact and the internal advocate for the customer.
  • Proactively build & sustain relationship in the senior customer IT organization through strategic governance meetings and beyond.
  • The position handles service delivery/ project management and serves as a point of escalation for the customer.
  • Work closely with the Account team & the Support team leads to deliver results.
  • Build and maintain strong client relationships and become the single point of escalation for the client across all products/platform understand client workflows and assist with addressing pain points.
  • Conduct business reviews with clients on periodic basis.
  • Address customer issues/concerns in accurate and timely manner.
  • Work closely with clients to understand the business needs and to explore opportunities for growth.
  • Work with management in developing timely solutions for client requirements.
  • Lead critical customer escalations.
  • Own the Incident, Request, Release, Change and Escalation management processes, ensuring high levels of performance in these processes,
    accurate reporting and establishing service improvement activities when required
  • Root cause Analysis.
  • Lifecycle Management - Engage with Customer/Partner to proactively advise of Services Lifecycle milestones.
  • CSM/SDM will analyze the customer solution using the published Avaya Lifecycle Matrix and
  • Policy, and advise where action is required now, and where future budgetary planning is required for product upgrades
  • Proactive Services - represent Avaya and facilitate Business Continuity Planning and Compliance Reviews, Risk Management Reviews, and Change Management Reviews.
  • The SDM/CSM will assist with engagement of Avaya Professional Services for Security Audits and Network Readiness Assessments.
  • Contract, SoW review & documentation experience.
  • Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization
  • Participation in Contract renewals – migration from perpetual to subscription, add-on, etc.
  • Ensure teams review performance and identify and implement improvements.
  • Help teams plan infrastructure changes with appropriate risk assessments and clear operational
  • Implementation/run books. Attend customer change review meetings.
  • Participation in various customer forums like Ops review, change review boards, architectural forums.
  • Assist in ensure training/knowledge transfer occurs to support teams as necessary.
  • Identify and implement opportunities for automation.
  • Strong knowledge of ITIL service management processes and technique

About You


  • Typical requires 8+ years of experience with ITIL certifications.
  • Prefer experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.
  • Proficient with Enterprise Management Tools in ITSM processes
  • Proficient in MS Office applications (Excel, Word, PowerPoint)
  • Knowledge on Avaya platforms, Cloud are added advantage.
  • Experience in dealing with third party-provided services (ISVs, etc)
  • Previous experience in a customer facing and experience in technical role
  • General understanding of risk management and IT security technology
  • Ability to work across organizational boundaries to drive resolution
  • EDUCATION:- Bachelor’s degree or equivalent experience.
  • Location - Mumbai or Bengaluru




8+ Years of Experience


Bachelor degree or equivalent experience


Avaya is an Equal Opportunity employer and a U.S. Federal Contractor. Our commitment to equality is a core value of Avaya. All qualified applicants and employees receive equal treatment without consideration for race, religion, sex, age, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other protected characteristic. In general, positions at Avaya require the ability to communicate and use office technology effectively. Physical requirements may vary by assigned work location. This job brief/description is subject to change. Nothing in this job description restricts Avaya right to alter the duties and responsibilities of this position at any time for any reason. You may also review the Avaya Global Privacy Policy (accessible at https://www.avaya.com/en/privacy/policy/) and applicable Privacy Statement relevant to this job posting (accessible at https://www.avaya.com/en/documents/info-applicants.pdf).