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Service Delivery Manager
2 weeks ago
Job Description:
Service Delivery Manager (SDM) will provide delivery leadership for multiple engineering teams within an infrastructure managed service offering. The SDM is a customer facing role and requires successful management client and employee expectations. The position also requires leadership, strong ability to multi-task, prioritize, communicate, and provide direction for a global and diverse set of teams. The successful candidate will have the ability to manage and evolve existing services across multiple practices and assist partner teams with growth strategies.
Roles and responsibilities:
• Provide leadership to diverse engineering teams.
• Develop, implement and monitor real-time data analytics and report to customers on service delivery performance regularly.
• Engage in team member on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each program.
• Lead internal and customer meetings covering delivery performance, service improvements, and quality.
• Be accountable for the quality of service and performance; ensure future demand from growth and projects are well defined and proposed solutions are communicated to the customer in a timely manner.
• Work closely with partner teams to support growth, including help with services content for Statements of Work/RFPs, and the development of enhanced managed service capabilities.
• Collaborate with lead engineers and stakeholders to define the roadmap for all programs and translate into action items to be implemented.
• Work closely with resourcing teams to develop program pipelines and a process for hiring strong candidates and interview where necessary.
• Further develop and maintain employee retention goals and incentives for employee satisfaction.
• Lead the collaborative and flexible project planning process by prioritizing the work that needs to be done against the capacity and capability of the team.
Skills and Experience:
• years experience selecting and leading a global team of network engineers delivering business value using technology solutions in high-tech operations space.
• years of experience with Service Delivery and Client Management with strong customer relationship management skills.
• Proven ability to understand and manage problem solving and opportunities in the context of IT infrastructure solutioning, design and deployment in a major network services environment.
• Analytical, problem-solving, and negotiation experience.
• Coordination and multi-tasking experience across a regional/global scope
• Experienced in executing multiple tasks simultaneously.
• Experienced collaborating with different individuals across external organizations, within other geographies, and "roll-up the sleeves" in order to accomplish all necessary tasks.
• Cross-functional leadership experience.
• Organizational and time management experience.
Qualifications:
• Bachelor's degree in MIS, computer science, systems engineering, electrical engineering, business or a related field.
• Networking or data center experience with a minimum certification of CCNA/JNCIA or equivalent.
• Strong interpersonal skills and ability to supervise, mentor, and lead teams of up to 50 engineers.
• Understanding of operations & technologies within the infrastructure capacity provisioning and deployment practices.
• Ability to create quarterly business reviews using data analysis/metrics, data compilation, deck preparation, message consistency and client collaboration.
• Understanding of basic P&L and financial management.
• Excellent English oral and written communication skills with the ability to speak and write at executive levels.
