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Service Delivery Director

2 weeks ago

Pune, Maharashtra, India Zensar Technologies Full time ₹ 15,00,000 - ₹ 20,00,000 per year

Role: Director, Service Delivery ManagementHow we'd like you to lead:Roles and Responsibilities. Service Delivery Management –

  • Oversee the end-to-end delivery of cloud infrastructure and security services to ensure alignment with client requirements and organizational goals
  • Ensure the delivery of services meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
  • Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within budget.
  • Manage client escalations, ensuring that issues are resolved promptly and to the client's satisfaction.
  • Identify opportunities for account growth and work closely with sales and account management teams to capitalize on them
  • Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes
  • Anticipate details of transformation deals and opportunities by communicating directly with customers and staying informed of relevant trends and industry news/Account mining.
  • Experience handling vendors from a reporting, Procurement, and service management perspective

Financial Management:

  • Monitor financial performance, ensuring that delivery costs are within budget and profit margins are maintained.
  • Identify and implement cost-saving initiatives without compromising service quality.
  • Handle all Invoicing matters for Project activities and co-ordinate between Finance team and customer

Continuous Improvement –

  • Stay up to date with the latest trends, technologies, and best practices in cloud computing and cybersecurity.
  • Identify opportunities for innovation and work with the technical teams to implement new solutions that enhance service delivery.
  • Foster a culture of innovation within the delivery team, encouraging the exploration of new tools, techniques, and approaches.
  • Drive Automation across the accounts.

Analytics:

  • Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security.
  • Analyze service delivery data to identify trends, issues, and opportunities for improvement

Technical

  • Must have Executed cloud, Security and data centre infrastructure projects covering all stacks starting from perimeter network, multi-cloud, Virtualization stack, server stack, office 365, Cloud migration, BCP & DR, DevOps backup & recovery projects
  • Proven, good knowledge of Cloud, data centre & security infrastructure technologies (VMware, Checkpoint, F5, Palo Alto, Extreme)
  • Understanding of the latest Cloud, data centre security & cybersecurity technology
  • Must have executed large transformational deals which involved data centre migration/Consolidation, End-user services transformation

Education / Qualifications
• Preferably ITSM/SIAM certified

Experience
• Proven 18 to 20 years of experience in managing Cloud, Infrastructure, security operations and projects/programs in the infrastructure space