Black Box

Company Profile:

Black Box is a trusted IT solutions provider delivering cutting-edge technology solutions and world-class consulting services in Unified Communications, Enterprise Networking, Data Center, Digital Applications and Cyber Security.

Our mission is to provide cutting-edge technology solutions, deep global resources, and world-class consulting services that accelerate customer success and drive stakeholder value.

The breadth of our global reach, continuous innovation, and depth of our expertise accelerates customer success by bringing people, ideas, and technology together to solve real-world business problems.

Through our values, such as innovation, ownership, transparency, respect, and open-mindedness, we deliver solutions, services and products to more than 8,000 clients worldwide.

These clients trust our 4000+ team members in 35+ countries who for over 45 years have been connecting people, technology, and ideas to help accelerate their digital transformation.

Satisfied clients, including 100+ in the Fortune 500, count on our global team members who operate across 75 support centers, to drive their business innovation.

In collaboration with global technology leaders like Avaya, Aruba, Cisco, Commscope, Corning, Extreme, Fortinet, Genesys, HPE, Juniper, Mitel, Nutanix, Palo Alto, Poly, Trend Micro, UiPath and Verint among others, Black Box delivers domain-focused, flexible, and customized technology solutions and seamless services that accelerate customers' business.

Corporate Website:

Profile : Sr. Service Delivery Manager

Work Location : Bangalore

Shift Timings : Rotational Shift

Experience : 15 - 20 years

Work Nature : Work from Office

Office Location : Manyata Tech Park

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 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 & indirect reports of approx. 150

- Ensure collaboration with the global teams, 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, processes 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/Diploma 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.