Service Delivery Manager
2 months ago
About Black Box :
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. We deliver solutions, services and products to more than 8,000 clients worldwide. These clients trust our 4000+ team members in 35+ countries, 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.
Position : Service Delivery Manager (SDM)
Location : Bangalore
Type : Full Time
Job description :
- Execute ITIL standards, processes, and methodologies in a consistent manner for project planning and execution activities including the following:
- Project planning fundamentals: initiating, planning, estimating, resourcing, scheduling, and budgeting
- Project control fundamentals: monitoring, anticipating potential problems, identifying project conflicts, taking corrective action, resolving issues, managing scope, schedule, cost, profit and budget, project reporting, quality review, and assurance.
- Relationship management fundamentals: client relationship management; project team management; and overall change management
- 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.
- Team management and leadership experience
- Establish milestones and monitor adherence to master plans and schedules, identify program problems and obtain solutions, such as allocation of resources.
- 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 progress, schedule, and delivery quality and performance.
- Communicate operational performance to leadership, steering committee, and other stakeholders as appropriate.
- Manage issues/risks in a timely manner, escalating when necessary.
- 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.
- Perform other duties as assigned by management.
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.
- 15-20 years of total experience, with minimum of 10 years of Managed Services experience within the Network Technology services and people management
- Excellent service philosophy and understanding of the challenges in providing superior customer experience.
- Certifications in Technical Area- CCNP, CCIE.
- Certifications in Project Management-- 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
"Black Box” is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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