Service Delivery Manager

Experience: Minimum 10+ years’ experience in IT Service Delivery (IT Infrastructure Domain - Datacenter/ Servers/ Network/ Security, etc) with minimum 5 years in Senior Management Level Job Description / Responsibility Experience in managing diverse customer locations and teams Build Rapport with customer stakeholders including C-level executives and Managing them Periodic update to internal management stakeholders Should have good analytical skills and eyes of detail, assess risk thoroughly and understands cause & effect systems Knowledge and experience of working on diverse business models and team models with their pros and cons Service Delivery Implementation (or enhancement) of Delivery processes in line of ITIL process definitions. Overall SLA management – Operation interaction with technologies Lead / Service Owner Driving Customer Satisfaction Conduct regular in depth service and process audits. Drive Contractual compliance. Value Creation: Architecture gap assessment studies Implementation of new technologies Consolidation/virtualization opportunities Reduce business impact of outages Cost savings through better solutions Enhance operational efficiencies Driving Automation in service delivery Change the business Working with customer to identify change projects Providing SOW for any chargeable projects Resource planning and balanced resource utilization across different Change Projects Ownership and responsibility of the team – Manages conflict constructively, can identify areas of improvement in team thinking Employee motivation and training Focus on grooming people from L1 to L2, L2 to L3 within select timelines Hiring and retaining the best talent, performance management of team Overall employee satisfaction Managing Offshore and Onsite teams. Vendor Management Vendor Governance and Management Vendor SLA Governance Vendor Auditing and penalties P&L Management Existing Revenue Timely realization Cost Optimization P&L responsibility Revenue Growth seek avenues for new Revenue Generation Expansion of services to fill all gamut’s of infrastructure-increase breadth. Ability to identify on project opportunities and transformation initiatives Understanding of contracts and bid management through to development of SOW’s highly desirable SKILLS REQUIRED :- · Experience of previous Delivery Management managing global teams. Organization and time management skills: Operates independently with minimal guidance by management. · Well-developed negotiation and relationship skills. · Crisp communication and presentation skills. · Ability to build consensus. · Able to work with teams in different time zones · Multi tasking abilities. · Proficient with Office Productivity Tools including MS Excel, MS Power Point, MS Project, etc. · Strong interpersonal skills. · ITIL certified · Six Sigma Yellow or Green Belt Certification a plus. · Experience of project management (due diligence, transition, delivery, etc) is a big plus. · Solid knowledge of and demonstrated experience in project management processes and methodologies. · Project Management Professional (PMP) or PRINCE2 Certification will be a Plus. Education: · UG - Any Graduate - Any Specialization · PG - Any PG Course - Any Specialization