Service Delivery Manager - Applications

When joining PerkinElmer, you select an experienced and trusted leader in scientific solutions, with the support of a global service network and distribution centers, providing the right solution, at the right time, to meet critical customer needs.  With over an 80+ year legacy of advancing science and a mission of innovating for a healthier world, our dedicated team collaborates closely with commercial, government, academic and healthcare customers to deliver our broad portfolio of analytical solutions, and OneSource services.

Job Title

Service Delivery Manager - Applications

Location(S)

Pune

Key Responsibilities:

• Complete application onboarding proof of concept (PoC) and validate systematic application onboarding process for scalability and further rollout
• Systematically onboard applications into CMDB, capturing required information like support information and ownership
• Service desk backlog review for incidents and closure campaign with measurable KPIs to reduce aged tickets
• Establish service catalog and resolution time standards for service requests for applications scope
• Design and document VIP/White Glove support processes (define qualifications, changes, and prioritization)
• Maintain and enhance service management applications (IT Service Management tools, monitoring systems, automation platforms)
• Configure workflows and processes within service management tools
• Implement automation solutions to reduce manual tasks and improve efficiency
• Generate reports and dashboards for service performance metrics
• Support integration between various service management platforms
• Ensure data integrity and consistency across all service management applications