Service Delivery Manager (SDM)

Department: Managed Services

Qualification: B. E / Equivalent Qualifications

Experience:13 to 15 years

Reporting to: Head – Service Delivery

Responsibilities: The Delivery Consultant is responsible for:

• Experience in a role with strong working knowledge and understanding of NOC and Managed Service operations with in ITIL frameworks (Incident, Change and Problem Management)
• Service delivery assurance to ensure maximum service availability and performance to our customer’s infrastructures we manage.
• Driving and implementing operations services strategy in order to achieve performance and quality in alignment with Global Services Standards.
• Monitoring customer satisfaction to modify working practices in line with a continuously evolving industry sector.
• Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team.
• Experience of ITIL, ISO20K and ISO27K standards framework and implementation exposure.
• Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency.
• Be responsible for career development and appraisals.
• Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution.
• Interacting with IT staff or vendors in performing complex testing, support and troubleshooting functions.
• Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
• Ensure continual improvement in customer satisfaction, delivering higher value services and productivity

The roles definition breaks down into the following areas:

Operational Efficiency

• Manage day-to-day 24 /7 operations, in the area of desktops, infrastructure networks and applications to exceptional levels of service in excess of business expectations.
• Experience to understand and capture business and technical requirements.
• Operational management experience in dealing with internal and external customer communications
• A depth of knowledge and experience controlling variables such as time, scope, and risk management
• A strong understanding of monitoring and management tools, ITSM service desk tool, Security tool, Backup tool etc. which help to maintain 99.999% availability.
• Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and service/infra transition plan depending on solution complexity, priorities and deliverables.
• Should be able to provide /prepare service delivery solution,
• Participates in client presentations and discussions to present the technical solution.
• Develop, implement and maintain a value-adding regime of key performance indicators (KPI’s)
• Provide an ongoing service improvement plan and align with individual’s goals.
• Streamline process for on boarding customers and routine tasks.
• To establishing uniform processes and procedures is to ensure that the client gets the same experience from the onset of contact.
• To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
• Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
• Hands on experience of Active Directory Window server 2003 to Window server 2012 R2
• Hands on experience on Windows Server 2008, 2012 Operations/Management/Active Directory administration/Backup Operation and Server Virtualization.
• Ensure that reports are accurate and delivered on time.
• Provide regular status reports and project information (Weekly/Monthly/Quarterly ) to the Management team including trends and statistics, overall health and metrics for each client

People Management

• Ability to set out a clear direction, inspire others and assume command
• Ability to self-manage and lead large teams
• Responsible for the timely and quality deliveries of the tasks assigned to the team
• Work as point of contact for all people related aspects with the stakeholders
• Ability to lead, collaborate, triage and make decisions in a fast paced, changing environment
• Help to ensure all employees are maximizing their potential

Education, Qualifications and Certification

• ITIL V3 Certified
• Graduate/Post-Graduate in Computer Science
• Minimum 3 years of proven data center experience in a 2nd / 3rd level support role
• Should have Project management skill

Skills and Abilities

• Able to communicate technical and business information to widely varied audiences.
• Self-confident and dedicated to providing a professional level of customer service.
• Highly organized, capable of handling multiple tasks simultaneously and meeting deadlines
• Should have excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations.
• Passionate about current and future technologies
• Ability to self-manage and lead large teams
• Ability to work in flexible shifts

Business Acumen

• Excellent understanding of data center management
• Create realistic service delivery solution