Hiring for Service Delivery Manager - IT Infrastructure in Bengaluru/Bangalore, for Exp. 10 - 13 yrs (Job in Kolkata)
(Not Shown) (Please mention IndiaDynamics.com when contacting)
Job Description:Relevant Experience: 10 years in IT infrastructure of which 2 plus years directly working with customer and should have worked 2-3 years with current organization. Prior hands-on experience in at least one of the technologies below 1. Window Server Operating Systems 2. Active Directory 3. VMWare 4. MS Exchange 5. Server Hadrware Should be doing project planning on regular basis following PMP/Prince model (with resource assignments, dependencies, milestones, critical path identification, effort estimation and optimization etc) Currently following ITIL process in customer delivery and responsible for SLA Customer Interaction: This is primarily an outbound role i.e. activities you will be responsible for will directly involve customers or a representative at our US office, and is communication heavy rather than troubleshooting or task execution. You will be attending scheduled conference calls with customers and US counterparts for regular work planning and projects. Sometimes you will be the primary driver of these meetings and will be responsible for coming up with the proper agenda items and lead the conversation, prepare and circulate minutes of meeting. You will be responsible for effective relationship with customer representatives. Process Leadership: You will be responsible for service level agreement (SLA) adherence and reporting to customer and Stratogent management on regular and frequent basis. Highlight the delivery issue to higher ups, work with leads and managers to improvise the process for better and effective delivery Project Management: Prepare project plan and customize templates per the technologies and customer specifics. Responsible for taking a project work breakdown structure and turn into a professional project plan with resource assignments, dependencies, milestones, critical path identification, cost estimation and optimization etc. You will also be responsible for keeping the projects running in parallel with day to day operations, ensuring resourcing is done and completion dates are feasible. Does time and cost accounting for projects and submits timesheets to accounts for invoicing project work. Incidents & amp amp Requests: Ticketing system owner for overall work queue for a set of customers. The focus is on completeness of ticket triage, ensuring timely updates to tickets, and proper prioritization and assignments. You will also determine what work items are active, what the customer expects (not the implementation details), communicates ETA and priorities. Routes task items to the leads for distribution among the team. You will also act as interface with customer or with the US SDM depending on the client, takes heat and manages expectations when things go wrong. Manages and mitigates crisis incidents through excellent coordination. Keeps all the necessary stake holders (DM, US DMs, Stratogent management, client) updated at all times Cost and Quality: You are required to track and report the quality of deliverables and work with Leads and Managers for improvement of the same. You will also be tracking and reporting the resource utilization, cost of delivery and projects for the set of customers.