Job Description :
Position:Service Delivery Manager

Location:Washington, DC


Required Skills:
Six Sigma Green Belt/Black Belt certification preferred
Relevant Experience – 12-15 years, should have managed a cross cultural team
Be the key member of Service Operations Governance along with the client
Should have experience in managing 24x7 IT Infrastructure support operations
Own and drive the daily/weekly/monthly governance meetings with the client
Responsible for the SLA adherence
Champion and drive Continuous Improvement initiatives within the program
Responsible for driving process compliance within the program
Drive Incident reduction, improve Resolution, Mean Time To Resolve & Customer Satisfaction score
Should have knowledge about the Data center operation and relevant technologies
Have a good knowledge of volume forecasting and FTE estimation
Responsible for resource planning, recruitment and training for various IT infrastructure tracks like , Network , Servers , Storage , Database , Desktop and IMAC
A good team player, responsible for coaching and mentoring the team
Should have good presentation and communication ( both verbal and written) skills.