Job Description :
The Service Delivery Manager owns and manages the entire account for the client. Key responsibilities would include contract management, client relationship management, escalation management, resource management, SLA management, financial management, vendor management, demand planning, project management.
Desired Skills and Experience:
Service Delivery Manager need to have the following Management Skills and Attributes:
Excellent problem solving, communication and organizational skills.
Experience leading programs within an I.T. Operations organization.
Effective collaborator, strong leadership, creative and independent thinking.
Experience in working with business leaders/site managers to understand about IT issues affecting business
Successful service delivery - SLA achievement and high level of customer satisfaction
Extensive experience in end user computing space to understand about user issues that can impact user productivity
Proactively identifies potential issues and drives resolution to avoid customer impact and facilitate continuous improvement
Builds and sustains effective communications with all stakeholders and cross-functional teams in an effort to maximize the customer experience.
Good exposure to project management methodologies and ability to manage projects
Monitor overall performance of services and implement processes/tools/additional skills to maintain service levels
Extensive experience in ITIL processes- Incident management, change management, problem management, service request, configuration management.
Experience in managing third party contracts to deliver required services
Strong understanding of End user computing tools and processes.
Good analytical skills, reporting skills to mine ticket data for issues, trends.
Good understanding of Six Sigma, LEAN programs
Proven experience in managing global customers in Europe & Asia.
Working with the client and operations teams to identify and manage service improvement activities
Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division
Qualifications:
Bachelors Degree with MBA or equivalent qualification.
10+ years Leadership Experience with IT Service Delivery Management
Experience interfacing with C-Level Executives required.
Leadership and core business/interpersonal skills.
Successful project management experience.
Knowledge of P&L guidelines and principles.
Ability to establish relationships with Business Teams.
Strong PC skills (MS Word, Excel, PowerPoint, Project)
Familiar with common metrics used in the IT industry.
IT Outsourcing experience with experience in managing global customers.
Strong technical knowledge in End user computing space
Should have been in infrastructure SDM role managing large customer for 5+ years