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Service Delivery Manager

2 months ago

hyderabad, India S&P Global Full time

Service Delivery Manager

The Team :

The Digital Technology Services Platforms & Tools (DTS P&T) is responsible for developing and managing tools enabling Service Management, Agile Execution, Project Portfolio Management, DevOps Tools and DTS BI, for all the S&P Global Divisions. The P&T team is spread across 5 major verticals as mentioned above and is responsible for managing close to 30 different Products in the above-mentioned domains for the S&P Global Enterprise.

About the Role:

As an SDM with S&P Global DTS/TSG you will undertake work on a real business project intended to add value to your team and our business, as well as provide you with a great learning opportunity.

The Service Delivery Manager, with a specific focus on improving the timely delivery. Working with the Infrastructure/IT Leadership on establishing infrastructure as a service keeping Customer in mind and delivering the services through agile framework and automation principles. This approach ensures optimal operational efficiency and a superior customer service experience for the DTS provided services to the divisions.

You will have the opportunity to experience a high-level of collaboration and cross-training on a range of applications. We offer a collaborative, global, quality engineering team that is accustomed to helping one another learn and excel while working to continuously improve the level of quality delivered to our internal and external stakeholders.

Responsibilities and Impact:

This role is vital for ensuring the seamless delivery of DTS infrastructure services to our internal customers which includes.
- Manage the Managed Service Partner who provides solution engineering, delivery, and operational support of the infrastructure (e.g. servers, storage, network, workplace, and technology services such as Service Desk).
- Manage service providers, through service metrics, SLR’s and enterprise wide KPI’s by continuously driving the efficiency.
- Produce monthly reports, KPI’s and SLA adherence which is present to senior members of the organization across Technology and Product Development to discuss and mitigate Risk & issues in a transparent manner
- Monitor infrastructure service performance and implement continuous improvement initiatives to enhance efficiency and effectiveness.
- Established accountability for all team members which includes creating an environment that provides quick and effective issue resolution and communication
- Provide technical leadership and guidance to the infrastructure team, ensuring that best practices are followed in the design, implementation, and maintenance of IT infrastructure solutions
- Gain a thorough understanding of our technology services, ensuring a clear insight into service details and customer needs through data
- Empower service owners with real-time request updates by leveraging ServiceNow's capabilities
- Bring expertise in understanding and interpreting customer needs, aligning them with the services provided by our technology offerings.

What We’re Looking For:

To be an ideal fit for the role, you should have:
- Excellent communication (verbal and written) and presentation skills with the ability to interact effectively with technical and non-technical audience is a MUST.
- Superior customer service and with strong relationship building skills
- Ability to parse the data and provide meaningful insights which are useful for all our stakeholders and initiating continuous service improvement plans.
- Make sure service providers are accountable to deliver the services as per the SLA’s.
- 5+ years of experience in overseeing the end-to-end delivery of IT infrastructure services, ensuring SLAs, KPIs, and quality standards are met as per the contractual agreement(s).
- Problem-solving mindset and the ability to drive root cause analysis for technical issues.
- Strong leadership and people management skills, with a demonstrated ability to motivate and develop a team.

Basic Required Qualifications:

- Bachelor’s degree in a technical field of study in Engineering, Computer Science, Computer Engineering, Management Information Systems, or IT
- 9+ years of experience in overseeing the end-to-end delivery of IT infrastructure services, ensuring they meet agreed-upon SLAs, KPIs, and quality standards.
- Proven experience (7+ years) in IT service delivery management, preferably in a complex environment.
- Knowledge of Agile, Product and project management is a MUST
- Expert in cloud and infrastructure services (cloud computing, compute, storage and network)
- Able to understand cloud and infrastructure architecture patterns.
- Experience in vendor management, contract negotiation, and procurement processes.
- Understanding of ITIL practices and principles.

Additional Preferred Qualifications:

- Master’s in engineering / MBA in IT will be a huge plus
- Project management and Product management certifications will be a big Plus
- IT Service management and ITIL certifications will be a plus
- Knowledge of Agile (SCRUM / SAFe) methodologies will be an added advantage to the team.
- Relevant certifications in cloud technologies, Service Now Process, network architecture and End User technologies are beneficial for this role.

Location: Hyderabad – Skyview

Shift Time: rotational, 6 am to 3 pm IST / 2 pm to 11 pm IST