Service Delivery Manager

ITIL V-3
Full Time
Depends on Experience
Work from home not available Travel not required

Job Description

Title : Service Delivery manager

Location : Woodlands, TX

Job Type : Fulltime/Permanent

Job Description :

Essential Duties and Responsibilities

  • Strong Onsite/offshore communication management and coordination skills, ability to conduct quarterly/semi-annual reviews by self.
  • Adherent to the Incident management process, guiding team in problem analysis, communication management, crisis management, and emergency fixes etc.
  • Conducting Team Action Meetings, Weekly team meetings and review deliverables
  • Strong Understanding of Service Deliverable SLAs and ability to recommend any changes to the customer or abilities to drive the team on achieving the same.
  • SLA Measurement, Reporting & Adherence - 5 Nines
  • Strong Capabilities on Handling deliverables responsibility.
  • Vision & Goal Setting abilities with Orientation on details to achieving the same.
  • Mentoring Team as per project needs on Technical tools, Operational Processes & Procedures.
  • Identifying improvement areas & implementing measures to maximize customer satisfaction levels.
  • Defining new process and procedure for operations.
  • Periodic evolution of SLA metrics and Audits
  • Budgeting & P&L Experience Managing Capex & Opex.
  • Strong Process knowledge ITIL V-3, along with experience in certification of IT & Security certifications like ISO 20 / 27 K Certifications etc.
  • 3rd Party Vendor Management & Contract Negotiation Skills & Experience.
  • Ensure and develop relationship with customers, stakeholders with high satisfaction level
  • Liaison between business leaders and senior management to drive program/ projects budget at strategic level
  • Review project portfolio and contents periodically and assess for linkage, support, and contribution to major goals and strategies
  • Working with the client and operations teams to identify and manage service improvement activities
  • Removing all obstacles to customer satisfaction and / or financial performance

Skills and Abilities

  • The EUC SDM profile will be a senior profile will need to manage end to end deskside infrastructure service delivery.
  • Ability to interact with CIO / Infrastructure director
  • Understanding of ITIL framework
  • Preferably 12+ years plus of Industry experience with managing a team of over 100 resources.
  • 10+ years of Experience with Asset Management, Desktop Deployment, VDI, Windows/PC Refresh and Scheduling
  • Overall understanding with minimum of 10+ years of hands on experience in managing & delivering complex Deskside Infrastructure for a large enterprise.
  • Strong Leadership, People & Customer relationship skills and drive to push things within and outside the system.

Regards,

Leo

jeraldruzariol(at)hcl(dot)com

Posted By

Leojerald Ruzario

Dice Id : hcl001
Position Id : 1099070
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