Director Service Delivery Manager
- Zensar
- 20 - 30 years
- Pune
- 7 months ago
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Job Description
Role: Director, Service Delivery Management
Location: Kharadi, Pune
How wed 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 25 years of experience in managing Cloud, Infrastructure, security operations and projects/programs in the infrastructure space.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Service DeliveryRole: Service Delivery ManagerEmployement Type: Full timeContact Details:
Company: ZensarLocation(s): Pune
Keyskills: Service Delivery Management Account Management Cloud Infrastructure Customer Management
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