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Senior Service Delivery Manager
4 months ago
SUMMARY
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 a 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
Responsible for fulfillment of contractual obligations/overall completion of deliverables.
Responsible for delivery to agreed service levels, and defined key performance indicators/project milestones
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 & and indirect reports of approx. 150
Ensure collaboration with the global teams, and 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.
Establish milestones and monitor adherence to master plans and schedules, identify program problems and obtain solutions, such as allocation of resources or changing contractual specifications.
Manage the service delivery through a balance of best-in-class and pragmatic methodologies and practices that achieve KPIs and meet or exceed business results, client satisfaction, and SLAs.
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.
Communicate operational performance to leadership, steering committee, and other stakeholders as appropriate.
Manage issues/risks in a timely manner, escalating when necessary.
Ensure collaboration with the global teams, process owners driving a culture of customer centricity, continuous improvement and service excellence.
Drive YoY Overall reduction in operational cost by 1% by enabling automation, process efficiencies etc...
Foster collaborative working relationships within operations and across all levels and departments of the organization to execute project management activities and company priorities.
Achieve performance targets established by leadership for applicable Key Performance Indicators.
Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on own knowledge and experience base and calling on other references and resources as necessary
PERFORMANCE QUALITY AND MANAGEMENT
Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
Providing accurate and regular reports to the management on the performance of the service delivery
Leading personnel management, including staff recruitment, performance assessment, training, and mentoring
Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments
EDUCATION AND EXPERIENCE
Bachelor’s Degree 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
Should have experience of leading a team size of at least 200 in Managed Services across Geos
Excellent service philosophy and understanding of the challenges in providing superior customer experience.
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.
Ability to work effectively across many internal functional groups to optimize product offerings, create a seamless internal and external customer experience, and resolve issues.
Proven ability to continuously expand and leverage the knowledge of the market and industry trends and translate to recommending and implementing process and efficiency improvements.
End-to-end process thinker, with proven experience in leading change within an organization and understands how change affects employees, and utilizes strategies to reduce risk to the organization.
Strong experience handling employee issues and making sound judgment decisions in this area.
