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Senior Manager/Assistant Vice President

4 months ago

Anywhere in IndiaMultiple Locations CareerFeat Consultancy Pvt Ltd Full time

Overall of 12- 18 years in IT Industry with a minimum of 12 years of relevant experience in IT Infrastructure and Managed services with at least 4 years in managing mid to large enterprise accounts based in Americas or EMEA

Technical Requirement :

- Excellent knowledge & understanding of ITSM systems like ServiceNow, JIRA, BMC, or Zendesk etc.

- Excellent knowledge & understanding of Remote infrastructure monitoring technologies like Kaseya, ConnectWise, Nable, SolarWinds or Manage Engine etc.

- Well versed with Industry best practices for Infrastructure Management & must fully understand concepts like :



1. Performance Management


2. Capacity Management


3. Network Management


4. Backup & Disaster Recovery/ROP/RTO


5. High Availability & Clustering etc.


6. Extensive knowledge & understanding & IT Infrastructure & Cloud technologies


7. Storage/NAS/SAN


9. Firewall/Switches/Routers/Access Points


10. Windows & Linux Server Operating Systems


11. Microsoft 365


12. Azure/AWS


13. Must have good understanding of Security protocols & Holistic approach of security in an IT Infrastructure:


14. Edge Security


15. Network Security (IPS/IDS)


16. End Point Email Security


18. Web Security


19. Phishing Aware Workforce etc.



- Proven experience in a Service Delivery Manager or similar role, preferably in the IT or managed services industry.


- Strong understanding of enterprise IT infrastructure and cloud technologies & must be able to troubleshoot & support the team in critical scenarios.

- Exceptional communication and interpersonal skills.

- Demonstrated ability to lead and inspire cross-functional teams.

- Analytical mindset with a focus on data-driven decision-making.

- Collaborate with internal and external project managers to define, prioritize, and develop projects.


- Support project planning, including establishing deadlines, prioritizing tasks, and assigning project team members to different deliveries. Ensure regular communication with stakeholders.


- Manage risks (financial, human, technical): anticipation, identification, implementation of corrective actions


- Collaborate with team leads and project members on project-related initiatives, meeting regularly to review project status,

identify issues, work to resolve them, and maintain project plans.


- Monitor progress against plans and schedules, identify and resolve issues, and update project plans as needed.


- Evaluate projects to ensure they meet firm standards, adhere to budgets and strategy, and meet deadlines.


- Analyze project performance by defining KPIs and developing reports. Analysis of financial data, including project budgets, risks, and resource allocation.


Key Responsibilities :

- Client Relationship Management: Build and maintain strong relationships with enterprise clients based in Americas and EMEA, understanding their business objectives and aligning our services to meet their needs.

- Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates.

- Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).

- Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness.

- Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and collaborative approach to service delivery.

- Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work environment.

- Performance Monitoring and Reporting: Implement and manage performance monitoring tools and processes to track service delivery metrics.

- Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement.

- Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery.

- Implement best practices and lessons learned to enhance the overall quality and efficiency of Enterprise Managed Services.

(ref:hirist.tech)