Black Box

1 week ago

Bengaluru, Karnataka, India BLACK BOX NETWORK SERVICES INDIA PRIVATE LIMITED Full time
Company Profile:

Black Box is a leading IT solutions provider offering cutting-edge technology solutions and top-notch consulting services in Unified Communications, Enterprise Networking, Data Center, Digital Applications, and Cyber Security. Our goal is to provide innovative technology solutions, extensive global resources, and exceptional consulting services that boost customer success and enhance stakeholder value. With a wide global reach, constant innovation, and deep expertise, we help customers solve real-world business problems by connecting people, ideas, and technology.

We are trusted by over 8,000 clients worldwide, including more than 100 Fortune 500 companies, relying on our team of 4000+ professionals in 35+ countries. For more than 45 years, we have been at the forefront of connecting people, technology, and ideas to drive digital transformation for our clients.

Working in collaboration with top global technology leaders such as Avaya, Aruba, Cisco, Commscope, and many more, Black Box delivers tailored technology solutions and seamless services that accelerate business growth.

Profile:
Sr. Service Delivery Manager

Work Location:
Bangalore

Shift Timings:
Rotational Shift

Experience:
Years

Work Nature:
Work from Office

Office Location:
Manyata Tech Park

SUMMARY:

The Senior Service Delivery Manager will oversee all aspects of Managed services, including maintaining responsive and consistent communications with clients. Serving as the primary point of contact for operational and escalation issues, the SDM ensures the efficient execution of Black Box's obligations. The Technical SDM role requires hands-on experience in core network configuration and management.

Additionally, this position will drive the growth and sustainability of Managed Services delivery from the India center, maintaining a competitive edge in the market while enhancing profit margins through the right operations strategy.

SERVICE MANAGEMENT:
  • Oversee the delivery of multiple accounts, functions, or projects under Managed Services, handling diverse scopes, risks, and geographical areas.
  • Drive the growth of the IT Infra domain Managed Services business from the India Delivery Centre.
  • Ensure fulfillment of contractual obligations and timely completion of deliverables.
  • Lead a team to deliver operational excellence, meeting service standards and managing operational risks effectively.
  • Manage a team of approximately 150 reports, fostering a culture of customer-centricity and continuous improvement.
  • Understand LAN and WAN networking protocols and technologies, including security solutions, switching, firewalls, and routing.
  • Experience in configuring core network devices like firewalls, SD WAN, Cisco Nexus, and ASA.
  • Collaborate with global teams to drive customer focus, continuous improvement, and service excellence.
  • Establish and monitor adherence to project plans and schedules, ensuring program success.
  • Communicate operational performance to leadership and stakeholders, managing issues and risks effectively.
  • Work with global teams to promote a culture of customer-centricity, continuous improvement, and service excellence.
  • Drive annual operational cost reduction by 1% through automation and process efficiencies.
  • Foster collaboration across departments to execute project management activities and achieve performance targets.
  • Employ a logical approach to problem-solving based on knowledge and experience, seeking additional resources when necessary.
PERFORMANCE QUALITY AND MANAGEMENT:
  • Recommend improvements and ensure timely implementation for service delivery enhancements.
  • Provide regular performance reports to management regarding service delivery.
  • Manage personnel, including recruitment, performance assessment, training, and mentoring.
  • Build strong relationships with teams and stakeholders to facilitate effective communication across departments.
EDUCATION AND EXPERIENCE:
  • Bachelor's Degree/Diploma in Computer Science, Information Systems, Business, or related field.
  • Minimum of 15 years of experience in Managed Services within Network Technology services.
  • Managed Service industry experience is essential.
  • Experience in Infra Domain is required.
  • Experience leading a team of at least 200 in Managed Services across multiple locations.
  • Desirable certifications: CCNA/CCNP, Project Management, ITIL, ITSM Tool, PMP, Six Sigma, Agile, SCRUM.
  • Demonstrated collaboration, communication, team-building, conflict resolution, and stakeholder management skills.
  • Ability to work effectively across internal groups, optimize product offerings, enhance customer experience, and drive continuous improvement.
  • Proven capability to adapt to market trends, recommend process improvements, and lead organizational change.
  • Experience in managing employee issues and making informed decisions in challenging situations.

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