Service Delivery Director

4 weeks ago

Pune, Maharashtra, India Zensar Technologies Full time

How You'll Contribute :

As a Service Delivery Director, you will lead and oversee the delivery of cloud infrastructure and security services, ensuring alignment with client requirements and organizational goals. You will be pivotal in managing service delivery excellence, client satisfaction, financial performance, and continuous improvement initiatives across multiple accounts.

Key Responsibilities :

Service Delivery Management :

- Oversee end-to-end delivery of cloud infrastructure and security services, ensuring adherence to SLAs and KPIs.

- Develop, maintain, and manage detailed project plans, timelines, and budgets to ensure on-time, on-budget delivery.

- Manage client escalations promptly, ensuring resolution and maintaining strong client relationships.

- Identify opportunities for account growth and collaborate with sales and account management teams to capitalize on them.

- Review and approve modifications in project plans, engaging with stakeholders to implement beneficial changes.

- Maintain direct communication with customers to anticipate transformation deals and stay abreast of industry trends and account mining.

- Manage vendor relationships including reporting, procurement, and service management aspects.

Financial Management :

- Monitor and control financial performance of delivery projects, maintaining budget adherence and profit margins.

- Identify and implement cost optimization initiatives without compromising service quality.

- Oversee invoicing processes related to project activities and coordinate with finance and customers.

Continuous Improvement & Innovation :

- Stay updated on emerging trends, technologies, and best practices in cloud computing and cybersecurity.

- Drive innovation by identifying opportunities and collaborating with technical teams to enhance service delivery.

- Foster a culture of innovation and encourage adoption of new tools, techniques, and automation practices across accounts.

- Lead automation initiatives to streamline delivery processes.

Analytics & Reporting :

- Develop and present regular reports on service delivery performance, including metrics on availability, reliability, and security.

- Analyze data trends to identify issues and areas for continuous improvement.

Technical Leadership :

- Demonstrated expertise executing cloud, security, and data center infrastructure projects, including perimeter networks, multi-cloud, virtualization, server infrastructure, Office 365, cloud migration, BCP & DR, and DevOps backup & recovery.

- Strong knowledge of cloud, data center, and security technologies such as VMware, Checkpoint, F5, Palo Alto, and Extreme Networks.

- Experience leading large transformational deals involving data center migration/consolidation and end-user services transformation.

- In-depth understanding of latest cloud, data center security, and cybersecurity technologies.

Core Skills :

- Cloud infrastructure and security services

- Project and program management

- Client relationship and escalation management

- Financial management and budgeting

- Vendor and procurement management

- Automation and continuous improvement

- Analytics and performance reporting

Preferred Qualifications :

- ITSM/SIAM certification preferred

- Bachelor's or Masters degree in Information Technology or related field

(ref:hirist.tech)

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