What are the Roles & Responsibilities of an SDM? A) The main responsibilities of SDM is to deliver agreed deliverables as per service level agreements with help of available resources in the given budget.
Responsibilities: daily track of pit falls in service delivery, identifying improvement areas, interacting clients or customers on regular basis to touch base status on existing complaints. Operation review meetings with team members to identify the challenging areas and brainstorming them in the group. Maintaining a dash board
How will you ensure that you meet the SLA, in a critical situation of less number of resources and more number of Incidents/Problems/Requests to support? A) Expect the unexpected situation:- Prioritize the tasks on the table. Call for a meeting and put forward the severity of each task to the team. If possible dedicate one or two members on high priority task and get the work going with other members. Else, get every one as per task priorities.
What is most important role of an SDM which is the first one you will be measured against during Appraisals? A) SLA should be the first and primary target. SDM is there to run the show Service Level rest comes next. Once that metric is in Red in the dashboard it is very difficult to face the customer.
What is the difference between an Account Manager and a Service Delivery Manager? A) Account Manager is the first point of contact for customer no matter whether it is a problem with product, service, deal closing, offers etc…. Where as SDM is whole and sole responsible in delivering what is customer is supposed to get. It includes satisfaction in using the product, satisfaction in answering his questions or dealing with the complaints raised, giving extra mile support, Keeping him updated with at every stage in the service delivery process, etc… above all making him feel more comfortable in using the service. I feel SDM plays a vital role in customer retention and AM plays a key role in coordinating the resources for customer.
Change Scenario: The client is pushing you to implement the permamnet fix "RFC" during the upcoming weekend. The internal team is occupied and do not have Bandwidth to support the change. How you will coordinate and ensure the client is also happy and the Internal team is also happy by supporting you? A) Resource crunch is a major problem yet, as a manager I would like to mitigate the situation by first speaking with the team about the time required for permanent fix and the are fair chances for implementing on upcoming weekend. After having a confirmed time frame I will start negotiating with client buying time to implement the fix. Once accepted, I will deliver it as promised.
Motivational Scenario: Levergaed support team is demotivated to the extent of ghoofing up even the password re-set of AD. How will you ensure they provide you support in bringign up the CSAT? (The issue is not on the skills and entirely the employee morale is down) A) Constant team meetings is required to boost their morale….Not like an official one-to-one rather just team hurdles before the start of day or a small pep talk with the folks, will surely results in +ve trend. These hurdles can be used for just praising them on their good work, their contribution to team and company, rewarding them by giving free bees. Explaining them how we are progressing on the metrics (positive metrics) also point the need for more attention on the important metrics.
Responsibilities: daily track of pit falls in service delivery, identifying improvement areas, interacting clients or customers on regular basis to touch base status on existing complaints. Operation review meetings with team members to identify the challenging areas and brainstorming them in the group. Maintaining a dash board
How will you ensure that you meet the SLA, in a critical situation of less number of resources and more number of Incidents/Problems/Requests to support? A) Expect the unexpected situation:- Prioritize the tasks on the table. Call for a meeting and put forward the severity of each task to the team. If possible dedicate one or two members on high priority task and get the work going with other members. Else, get every one as per task priorities.
What is most important role of an SDM which is the first one you will be measured against during Appraisals? A) SLA should be the first and primary target. SDM is there to run the show Service Level rest comes next. Once that metric is in Red in the dashboard it is very difficult to face the customer.
What is the difference between an Account Manager and a Service Delivery Manager? A) Account Manager is the first point of contact for customer no matter whether it is a problem with product, service, deal closing, offers etc…. Where as SDM is whole and sole responsible in delivering what is customer is supposed to get. It includes satisfaction in using the product, satisfaction in answering his questions or dealing with the complaints raised, giving extra mile support, Keeping him updated with at every stage in the service delivery process, etc… above all making him feel more comfortable in using the service. I feel SDM plays a vital role in customer retention and AM plays a key role in coordinating the resources for customer.
Change Scenario: The client is pushing you to implement the permamnet fix "RFC" during the upcoming weekend. The internal team is occupied and do not have Bandwidth to support the change. How you will coordinate and ensure the client is also happy and the Internal team is also happy by supporting you? A) Resource crunch is a major problem yet, as a manager I would like to mitigate the situation by first speaking with the team about the time required for permanent fix and the are fair chances for implementing on upcoming weekend. After having a confirmed time frame I will start negotiating with client buying time to implement the fix. Once accepted, I will deliver it as promised.
Motivational Scenario: Levergaed support team is demotivated to the extent of ghoofing up even the password re-set of AD. How will you ensure they provide you support in bringign up the CSAT? (The issue is not on the skills and entirely the employee morale is down) A) Constant team meetings is required to boost their morale….Not like an official one-to-one rather just team hurdles before the start of day or a small pep talk with the folks, will surely results in +ve trend. These hurdles can be used for just praising them on their good work, their contribution to team and company, rewarding them by giving free bees. Explaining them how we are progressing on the metrics (positive metrics) also point the need for more attention on the important metrics.
