Service Delivery Manager

3 weeks ago

Bengaluru, Karnataka, India Espire Infolabs Private Limited Full time
Job Description

- Service Delivery Management: Manage the delivery of infrastructure shared services, including network, servers, storage, databases, and other IT infrastructure components. Ensure that services are delivered by SLAs, industry best practices, and organizational standards.
- Team Management: Lead and mentor a team of infrastructure professionals, including system administrators, network engineers, and support staff. Set clear objectives, provide guidance, and conduct regular performance evaluations. Foster a positive work environment that promotes collaboration and professional growth
- SLA Compliance: Monitor and enforce adherence to SLAs, ensuring that service delivery meets agreed-upon performance metrics. Proactively address any deviations, identify root causes, and implement corrective actions to maintain high service levels
- Stakeholder Management: Collaborate with internal stakeholders, such as business units, project managers, and IT leadership, to understand their infrastructure requirements and align service delivery accordingly. Establish and maintain strong relationships, ensuring that customer expectations are met or exceeded
- Continuous Improvement: Drive continuous improvement initiatives to enhance service delivery efficiency, quality, and customer satisfaction. Identify opportunities for process optimization, automation, and cost reduction. Implement best practices and leverage new technologies to improve service delivery
- Risk and Issue Management: Identify and mitigate potential risks and issues that may impact service delivery. Develop contingency plans and escalate critical incidents as needed. Ensure compliance with security and compliance requirements in infrastructure operations
- Budget and Resource Management: Collaborate with the IT leadership team to develop and manage the infrastructure shared services budget. Optimize resource allocation to ensure effective service delivery within allocated budgets
- Vendor Management: Collaborate with vendors and external service providers to ensure seamless integration and delivery of outsourced infrastructure services. Monitor vendor performance, negotiate contracts, and address any service-related issues
- Reporting and Documentation: Prepare regular reports and metrics related to service delivery, SLA performance, resource utilization, and operational efficiency. Maintain accurate documentation of infrastructure configurations, processes, and procedures
- Industry Awareness: Stay updated on emerging trends, technologies, and best practices in infrastructure management. Share knowledge and promote the adoption of innovative solutions to improve service delivery and operational efficiency
- Open to work in UK Shift

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