Service Delivery Manager

Job Description

Position: Service Delivery Manager

Location: Mumbai

Experience years

Years of Experience: 10+ years of experience working in a customer facing technical service delivery or support role (design, implementation, consulting, infrastructure, and/or cloud service system administration).

Qualifications: Bachelor's or master's degree in computer science, Information Technology, or a related field.

Job Description:

• Service Deliver Manager/ Project Manager is engaged with the client account level and is a trusted adviser; providing visibility, service reviews and reporting through all phases of the implementation life cycle.

• The successful candidate will be working closely with other Umbrella teams to ensure that all changes to a customer's environments are smoothly carried out while meeting capacity needs and service level agreements.
• Earn a Trusted Client Advisory relationship with our clients and team.

• Work with customers to provide visibility and guidance around their Services account through regular Operational Service Reviews and Reporting.

• Work with the customers on operational and tactical issues.

• Be involved in the change management process of the customer's environment to ensure success and service up-time.

• Work with application owners to develop and standardize test, upgrade, and release management processes.

• Go "toe to toe" with customer technical stakeholders on most issues.

• Be the voice of the customer and work with internal Umbrella resources to ensure that the customer's SLA's are met.

• Raise internal awareness of customer impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses.

• Participate in customer requested meetings (onsite or via phone).

• Provide oversight of escalation, prioritization, and drive customer communication during critical events. Be available outside of business hours to help coordinate handling of urgent issues as needed

Required Skill Set and Experience:

• 10+ years of experience working in a customer facing technical service delivery or support role (design, implementation, consulting, infrastructure, and/or cloud service system administration).

• Experience in managed service delivery management.

• Experience with virtualization, distributed networks and/or cloud computing of scale

• High level of comfort communicating effectively across internal and external organizations.

• Knowledge of networking protocols such as HTTP, DNS and TCP/IP.

• Previous or current experience in an engineering support technical role (systems or network administration/operations or similar).

• Experience with virtualization, distributed networks and/or cloud computing of scale.

• Experience in managed service delivery management.

• Technical complex troubleshooting skills in infrastructure services (OS, networking, cloud

Previous or current experience in an engineering support technical role (systems or network administration/operations or similar).

• Ability to manage multiple tasks and projects in a fast-moving environment.

• Presentation skills; high degree of comfort with both large and small audiences.

• High level of comfort communicating effectively across internal and external organizations.

• The ideal candidate must possess customer facing skills to represent Umbrella well within a customer's environment and drive discussions with senior personnel regarding incidents, trade[1]offs, best practices, and risk management.

• Client Communication and Presentation experience. Soft Skills:

• Excellent communication and conversation skills (Verbal and Written.)

• Good documentation skills.

• Should have a great customer handling skill.

• Able to handle unforeseen situations.