Infrastructure Service Delivery Manager
Job Description
Role - IT Infrastructure SDM
Location Hyderabad only - WFO
As an Infra Service Delivery Manager, you will play a crucial role in ensuring the seamless delivery of services to clients within an organization. Your responsibilities will span across project management, technical deliveries and performance tracking.
The role of a service delivery manager is entirely customer-facing. The duties of a service delivery manager typically involve overseeing a range of functions to facilitate the delivery of superior services to the end-users.
One of the key responsibilities of a service delivery manager is to make sure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner.
Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary
Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
Client Relationship Management: Service Delivery Managers need strong interpersonal and communication skills to build and maintain relationships with clients. They should be able to understand client requirements, manage expectations, and ensure client satisfaction throughout the service delivery process.
Leadership: They should possess leadership qualities to guide and motivate their team members. This includes the ability to delegate tasks, provide clear directions, and inspire collaboration and teamwork.
Technical Knowledge: While not always required to be hands-on with technical aspects, having a good understanding of IT systems, infrastructure, and emerging technologies can be valuable in understanding the service delivery landscape and effectively communicate with technical teams.
Role & Responsibilities:
- A minimum of 10-15 years of proven experience in IT Infrastructure and team management in a multi-entity organization.
- Leadership: Create best practices and set up resources if and when required along with setting goals, offering feedback, and providing support as and when needed.
- Managing technology infrastructure (Cloud, System, EUC, Database, Network etc.) and assets at across locations and coordinate with team to maintain and support of IT Infrastructure.
- First-line supervision services to ensure delivery within the agreed service levels.
- Support to implement new processes, platforms, services, tracking, and driving efficiencies.
- Reporting: Weekly, Monthly and Quarterly for service delivery.
- Monitor project progress continuously and make detailed scheduled reports on measurable items, such as milestones and deliverables.
- Be a people manager to coach, counsel, identify manpower needs, recruit, develop and motivate employees.
- Drive productivity and continuous improvement initiatives to improve efficiency in the workplace.
- Connecting with key business stakeholders to understand their requirements and using this understanding to support design of solutions to ultimately support business.
- Work closely with members of the team and other stakeholders to review and restructure processes and platforms to ensure we're operating at scale
- Deep understanding of service management principles, frameworks (such as ITIL), and best practices.
- Must be able to coordinate well between teams and technical experts.
- Ensure services are delivered efficiently and meet business needs.
- Client Relationship Management:
- Build strong interpersonal relationships with internal clients.
- Communicate effectively with stakeholders to understand their requirements and expectations.
- Address client concerns promptly and maintain client satisfaction.
- Lead project teams responsible for service delivery.
- Key Performance Indicator (KPI) Tracking:
- Define and track KPIs related to service quality, response time, and customer satisfaction.
- Use data-driven insights to make informed decisions and drive continuous improvement.
- Proven experience in service delivery management.
- Excellent communication and leadership skills.
Primary Location
India-Telangana-Hyderabad
Job Posting
Apr 30, 2024
Experience Required (In Years)
10
