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Service Delivery Manager - IT Infrastructure
6-10 years
Mumbai
1 vacancy
Service Delivery Manager - IT Infrastructure
Quantified HR
posted 4mon ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
The purpose of this role is to ensure a high degree of Customer Satisfaction through successful Service Delivery, SLA & Process Compliance.
Qualification Engineering Graduate
Skills Required - Service Delivery Management, Program Management, Technical Knowledge on Infra Domain, Financials Management, Budgetting and Forecasting, Accounting
Billing, Team Handling, Customer Relationship.
Professional Qualification - ITIL / PMP / any other technical qualification Like MCSE, CCNA will be preferred.
Role and Responsibilities
- Serve as the primary contact for customer deliveries and concerns in assigned account.
- Experience in Data Center Operations and Sound Knowledge of any 1 or 2 technologies
- Experience in End User Operations including Service Desk, Desktop Support, Asset Management and Vendor Management
- Experience in handling a team of 100+ members directly or in-directly.
- Experience in handling Datacenter Services which are delivered by internal or remote team in shared services model.
- Experience in handling PnL of single/multiple accounts with clear focus on revenue, costs, margins, optimization.
- Work in collaboration with Offsite as well as Onsite Team.
- Ensure Customer Satisfaction is received, measured, and reported for action taken in timely manner.
- Achievement of the Project / account margin goals for the year
- Achievement of the margin goals through various optimization initiatives for the account
- Monthly profitability Reports to be Validated.
- Formal documented succession plan for the critical roles in the program
- Talent management and Improvement (Career Management, People development)
- Achievement of SLAs / KPIs for programs - All green status - Zero defect delivery.
- Achievement of formal published Retention Target for the program
- Any misses - have a formal RCA based fix or a formal SIP initiative associated.
- Devise & implement continuous improvement initiatives aimed at achieving key objectives - published and documented for outcome / benefits.
- Left shift resulting in positive movement on CPP / RPP and pyramid mix as against the annual baseline.
- Ensure tracking of productivity in a systematic manner and take measure to improve productivity.
- Formal internal reviews for published plans vs actuals.
- Ensure account maintains 100% compliance to service & security management processes defined.
- 100% adherence & implementation to QMS processes defined by organization in accounts.
- Zero Major NC in Internal and External Audit
Employment Type: Full Time, Permanent
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