Senior Service Delivery Manager

Role Description

• Best practices, work instructions, processes, tools & ensuring high quality and timely deliveries.
• Network performance assessment, audits, deployment/implementation/testing projects.
• Strong analytical skills and coordination with cross-functional teams.
• Project forecasting, planning, and effective managing of the project team for successful project delivery with the highest customer satisfaction.
• Manage a large team to provide single point ownership for the service delivery in the area of infrastructure delivery management services.
• People, performance & vendor management.
• Oversee the safety of the team and implement a safe working environment & practices.
• Flexibility working in shift hours.
• Work on new projects, RFP, SOW, transition, and go-live support.
• Prepare and update documents like SOP, MOP, swimline process diagrams, etc.
• Adhere to ITIL standards and establish & implement effective programs and processes.
• Build a strong relationship with customer and other stakeholders.
• Work during USA-PST time zone.
• Global customer handling and stakeholder engagement experience.
• Global team management and customer.

Qualifications

• Bachelor's in information technology or equivalent.
• PMP, Six Sigma, ITIL, or CTPM certification or equivalent.
• Agile project manager, scrum master, or equivalent.
• Cloud technology, CCNA, or JNCIA certification or equivalent.

Requirements

• 15+ years of experience in enterprise IT infrastructure, data center infrastructure, the telecom industry, or equivalent.
• 10+ years of experience leading global project managers and engineering teams, delivering business value using technology solutions in the high-tech operations space.
• 4+ years of experience managed services / SLA-based deliverables.

Benefits

• Maintain awareness of new and emerging wireless technologies and their potential application on client engagements.
• Software or hardware design process, testing, and product life cycle management.
• Cloud, networking, and server system technologies.
• Asset management.
• Forward and reverse logistics (RMA/Returns).
• Enterprise infrastructure project planning, release management, and help desk.
• Vendor compliance management & program governance via KPI metrics.

Company Description

• Project transition, staging management, and service helpdesk management.
• Best practices, work instructions, processes, tools, and timely deliveries with a proactive approach towards resolutions.
• Strategy and synergy-identify the right resource & new delivery methodology.
• Effective decision-making and excellent written and verbal communication.
• Gather, analyze, and define business requirements; create global metrics, trends, charts, etc.
• Establish & implement effective programs and processes.
• Good in communication, presentation, interpersonal skills, and stakeholder engagement.
• Datacenter-related project management experience.