Senior Service Delivery Manager

About Black Box :

Black Box is a trusted IT solutions provider delivering cutting-edge technology solutions and world-class consulting services. We deliver solutions, services and products to more than 8,000 clients worldwide. These clients trust our 4000+ team members in 35+ countries, Satisfied clients, including 100+ in the Fortune 500, 75 support centers, to drive their business innovation. In collaboration with global technology leaders like Avaya, Aruba, Cisco, Commscope, Corning, Extreme, Fortinet, Genesys, HPE, Juniper, Mitel, Nutanix, Palo Alto, Poly, Trend Micro, UiPath and Verint among others.

Position : Sr. Service Delivery Manager - Network Data/Voice Background, Global account management

Location : Manyata Tech Park, Bangalore

Work Model : Onsite (Work from Office)

Shift : 2 PM to 11 PM IST

Experience required : 15+ years

Job description :

The Senior Service Delivery Manager will have the overall responsibility for all aspects of Managed services, including responsive and consistent communications. The SDM serves as the client's main point of contact for operational and escalation issues and is responsible and accountable for ensuring Black Box's efficient execution of its obligations. The Technical SDM with Network background must have hands on experience in core network configuration and management. This role will also drive the expansion and sustainable growth of the Managed Services delivery from the India delivery center, ensuring its competitive edge within the marketplace whilst increasing profit margins through the execution of the right operations strategy

SERVICE MANAGEMENT

• Responsible for overall delivery of multiple accounts, functions or projects under Managed Services delivery , which may contain significant scope, ambiguity, risk & geographical diversity
• Responsible for driving the growth of the Managed Services (IT Infra domain) business from India Delivery Centre
• Leading a team that is driving operations and service excellence by ensuring service standards are met and operational risks are well managed. .
• Heading a team of direct & indirect reports of approx. 150
• Ensure collaboration with the global teams, process owners driving a culture of customer centricity, continuous improvement and service excellence
• Solid understanding of LAN and WAN networking protocols and technologies, including security solutions, switching, firewalls, and routing, network protocols.
• Hands on experience in configuring core network devices like firewalls, SD WAN, Cisco Nexus, and ASA etc.
• Create documents and coordinate with the legal team for contracts associated with Master Schedule of Services Agreements, Statements of Work, Software Licensing agreements, and post-installation support and maintenance.
• Act as primary customer contact for managed services operational activities, leading review sessions with clients to discuss cost, schedule, and technical performance. Conduct recurring customer reviews addressing costs, schedules, risks, and customer considerations.

EDUCATION AND EXPERIENCE

• Bachelor's Degree/Diploma in Computer Science, Information Systems, Business or related field, or equivalent, relevant experience.
• Minimum of 15 years of Managed Services experience within the Network Technology services
• Managed Service industry experience is a must.
• Experience in Infra Domain is mandatory
• Certifications -CCNA/CCNP is desirable not a mandate
• Certifications in Project Management is desirable -- ITIL, ITSM Tool, PMP, Six Sigma, Agile, SCRUM
• Superior collaboration and communication skills: team building, conflict resolution, stakeholder management, risk management, product management, negotiation & decision making.

Black Box is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.