Service Delivery Manager

We are looking for a seasoned Senior Service Manager for Application Management Services to join the Global IT Operation team. As the leader in production operation teams, you will build, drive and lead delivery teams in IT Operation Services offered to various clients.

You would have had proven success in building and leading technology teams for technology services companies, with a focus on growing Digital Engineering Services. Experience in leading, solutioning and delivering large multi-year deals at Fortune level companies will be strong advantage. Experience of working in a matrixed environment, which includes interfacing with Industry and global delivery teams is a must.

You should be a seasoned technology leader, who is passionate working directly with various large clients at Operation heads / CxO level on the multi-year Application and IT Infrastructure management, which includes decisions on IT Operations, cost assessment, continuous improvement and Service innovation, macro and micro designing, tying business logic to outcomes, finalizing important technology and operations decisions, identifying risks and suggesting mitigation strategies etc. and have extensive experience with clients.

JOB RESPONSIBILITIES

Maintains overall responsibility for customer satisfaction through the delivery of managed IT services

Participates with the Senior IT Executive and other IT Leadership in the formulation and execution of IT strategy and direction

Engage and consult with senior leaders to align with strategic business goals and technical initiatives

Excellent Team Management Skills

Conducting regular status and business review meetings for each client to understand short- and long-term business goals

Creating, presenting, and implementing annual technology roadmaps, budgets, and reports for each client

Communicating potential risks related to compliance, cyber-security, network security, and industry-specific compliance

Identifying new opportunities to use technology to streamline business processes

Overseeing internal support and engineering resources to ensure successful delivery of services to clients

Educating clients on current technology trends relevant to their specific industry

Providing technical guidance, counsel, and direction for all individuals on the team, as needed, to resolve technical issues

This role requires strong policy and process knowledge (e.g. ITIL, agile, Project mgmt..) as well as knowledge of a variety of digital technologies to lead the team to identify risk and compliance issues and drive mitigation, remediation, and compliance activities within the organization. This role requires outstanding customer service skills due to interaction with numerous client departments and business units

Ability to oversee simultaneous projects to successful delivery

Demonstrated experience with vendor management and contract structuring

Strong analytical skills to relate security requirements to appropriate security controls including sensitive data management

Strong project management skills and experience in creating and managing project plans, including budgeting and resource allocation

Written, verbal, and presentation skills with the ability to effectively interact with internal and external business partners

Ensure customer focus and satisfaction among the internal team. Acts as a customer advocate, frequently communicating with customers and managing customer expectations.

Establish credibility and maintain strong working relationships with technical and non-technical teams involved with information technology matters including Legal, Operations, Risk, Internal Audit, etc.

Communicate effectively and professionally in all forms of communication with internal and external teams / customers.

Establishes strong relationships with business leaders through frequent communication and face-to-face interaction.

Key Metrics Responsibility :

Customer Satisfaction

Value proposition / Articulation

Personal Attributes :

Systematic problem-solving approach, coupled with effective communication skills and a sense of drive

Flexible and proactive / self-motivated working style with strong personal ownership of problem resolution

Willingness to work in odd hours and weekend as per the project requirements.

Ability to prioritize when under pressure and be able to travel within region and globally for delivery issue and / or strategic governance meeting

Skill Requirements :

Prior experience in Managed Service Provider or IT Consulting environment is a must

Should have a solid technical background with astute business sense and deep leadership and people skills to succeed in this role

Should have exposure in in executing large production support engagements across applications and infrastructure technology stacks

Previous project management experience and in running major incidents

Exceptional attention to detail and highly organized

Able to work on and coordinate multiple tasks simultaneously

Comfortable working in a team environment

Extensive Experience in managing large Application stacks

Proven ability to create and maintain effective documentation, including policies, processes, and procedures

Broad operational experience in a public company environment with a deep understanding of IT

Proven experience to deliver in a fast-paced technology company

Data-driven decision-making mindset

EXPERIENCE

• 10 - 12 years of relevant experience in the enterprise Application / Infra / Multi cloud solutions space

EDUCATION