Zensar Technologies - Director - Service Delivery Management (18-20 yrs)

What's this role about ?

Role : Director, Service Delivery Management

Here's How You'll Contribute You'll do this by :

Core Skills : Cloud infrastructure and security services

Desired Skills : Cloud infrastructure and security services

How We'd Like You To Lead Roles and Responsibilities :

- Service Delivery Management - Oversee the end-to-end delivery of cloud infrastructure and security services to ensure alignment with client requirements and organizational goals

- Ensure the delivery of services meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).

- Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within budget.

- Manage client escalations, ensuring that issues are resolved promptly and to the client's satisfaction.

- Identify opportunities for account growth and work closely with sales and account management teams to capitalize on them

- Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes

- Anticipate details of transformation deals and opportunities by communicating directly with customers and staying informed of relevant trends and industry news/Account mining.

- Experience handling vendors from a reporting, Procurement, and service management perspective Financial Management

- Monitor financial performance, ensuring that delivery costs are within budget and profit margins are maintained.

- Identify and implement cost-saving initiatives without compromising service quality.

- Handle all Invoicing matters for Project activities and co-ordinate between Finance team and customer Continuous Improvement

- Stay up to date with the latest trends, technologies, and best practices in cloud computing and cybersecurity.

- Identify opportunities for innovation and work with the technical teams to implement new solutions that enhance service delivery.

- Foster a culture of innovation within the delivery team, encouraging the exploration of new tools, techniques, and approaches.

- Drive Automation across the accounts.

- Analytics Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security.

- Analyze service delivery data to identify trends, issues, and opportunities for improvement

- Technical Must have Executed cloud, Security and data centre infrastructure projects covering all stacks starting from perimeter network, multi-cloud, Virtualization stack, server stack, office 365, Cloud migration, BCP & DR, DevOps backup & recovery projects

- Proven good knowledge of Cloud, data centre & security infrastructure technologies (VMware, Checkpoint, F5, Palo Alto, Extreme)

- Understanding of the latest Cloud, data centre security & cybersecurity technology

- Must have executed large transformational deals which involved data centre migration/Consolidation, End-user services transformation

Education / Qualifications :

- Preferably ITSM/SIAM certified Experience

- Proven 18 to 20 years of experience in managing Cloud, Infrastructure, security operations and projects/programs in the infrastructure space.