Service Delivery Manager

Role:

Service Delivery Manager

Total years of experience:

12+ Years

Relevant years of experience

10+ Years

Roles and Responsibilities

• Accountable for end-to-end Infrastructure and Cloud services operations of the assigned customer
• P&L responsibilities for the operations, must have good financial understanding of the project P&L
• Accountable for the Quality and audits for the client.
• Identify and implement best practices; drive change within the team to strengthen to the control framework
• Develop and maintain relationships with the Client Management team
• Partner with Training team to identify and implement robust training on within operations
• Works well individually & in teams, shares information, supports colleagues and encourages participation
• Ensure adherence to SLAs and processes.
• Liaise with the Customer as focal point for all high priority & major incidents reported
• Provide technical direction and coordination to the resolver groups involved
• Provide support and participate in the Change Control Board and change control process
• Provide appropriate inputs to the problem management process, RCA preparation
• Use Escalation matrix appropriately to get appropriate level of focus from technical teams and management
• Conducting Weekly and Monthly review meetings with Customer and Internal teams
• Maintain all the KPIs within SLA and working on Continuous Improvement Plan for overall betterment of the system
• Able to work effectively at all levels in an organization.

Key competencies:

• Must have Infrastructure Technologies and Cloud operations & Security overview
• People Management responsibilities including hiring, performance management, feedback management and issue resolution
• Must have Analytical and Problem-solving skills
• Strong interpersonal skills are must and should be able to work with onshore offshore business models
• Must have knowledge on ITSM processes
• Should have Automation knowledge
• Should have Public Cloud experience
• Enthusiastic, self-motivated, effective under pressure, and willing to take risk

Required qualifications

• Bachelors or a masters degree
• 10+ years of managing end to end services for global customers
• Financial Acumen is a must for this role
• Excellent communication and interpersonal skills required with ability to present complex and sensitive issues to senior management
• Strong control orientation and analytical skills
• Strong interpersonal skills are must and should be able to work with onshore offshore business models
• Ability to work in a Global Support environment.
• Should possess good knowledge in MS-Office toolsRole & responsibilities

Preferred candidate profile