Job Description :
Job Title: Service Delivery Manager Location: Bristol, CT Mode :- FTE Is Remote option available during COVID: yes Job description and Skill Requirements: The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer. The key responsibilities for this role include: IT Services Management: - Delivering Services to the customer according to the contract and adherence to agreed SLAs
- Own the KPIs agreed in the contract.
- Will be the single point contact and will be responsible for the overall management of IT Services for the customer.
- Make recommendations on strategies in respect of various technologies.
- Establish and maintain standards and methodologies for providing IT Services to the customer in respect of operational issues
- Provide the periodical reports and other ad-hoc reports as per the contract to the customer
- Maintaining disaster recovery and business continuity processes for the customer
- Build long-term relationship with the customer
- Deliver continual improvement in service measures and KPIs
- Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc. and relevant proposals are submitted within the stipulated timeframe.
- P&L responsibility
- Automation in service delivery
- Resource management
- Utilization
- Will be responsible for billing
- Value adds to customer-YOY by working closely with the in consultation with COE and HCL architecture head.
- Overall SLA management and Operation interaction with technologies Lead / Service Owner
- Overall Customer Satisfaction
- Overall employee satisfaction
Team Management: - Management of onshore & Offshore team members
- Motivation of individuals and building team working
- Employee retention, motivation, and training
- Focus on grooming people from L1 to L2, L2 to L3 within select timelines
- Development of technical and personal skills for team members
- Address suitable career development of staff
Personal Management: - Demonstrate personal commitment to excellence
- This is a middle management position and should concentrate on the control & organization of the reporting staff members
- Maintain awareness of customers business and IT role in it
- Awareness of other companies IT functions, especially in the financial sector
- Deal effectively with outside contacts / vendors
- Avoid unnecessary conflicts and should know how to escalate issues
- Should be able to adjust to people, culture, policies, and situations
- Should have capacity to affect the actions, behavior, and opinions of others by appealing to reason or understanding
- Will participate in monthly reviews and governance meetings
- Will coordinate QA, Audit, Financial Management and Asset management
Desired skills: · Minimum of 16 yrs. out of which at least 8+ years of IT Infrastructure Operations/ Datacenter Operations & Management · Strong Techno-Commercial/ Business Orientation and Cost Sensitive with ability to balance decisions between Automation / People & Infrastructure Availability. · Strong Leadership / Team Building / Decision Making attribute · Demonstrated success in creating a delivery organization using Enterprise Network Systems Management Tools & managing it either for a F-500 company or for a leading IT Service Company · Expertise in Defining Process and ensure the implementation within the Service Delivery Organization; exposure to ITIL Best Practices is necessary · Data Centre Migration / Consolidation experience will be an advantage · Available on 24 x 7 basis in the event of emergencies and should be contactable after office hours
Client : Cognizant Technology Solutions/Human Resources