Service Delivery Manager

Service Delivery Manager

Service Delivery Manager is responsible for managing 24 x7 operations support covering Infrastructure and application services and is responsible for

Minimum 12+ years of Experience in IT

Plan IT Delivery Capacities & Deliveries

Manage Requirements & Define Solutions

Responsible for delivery and maintenance of all IT Services ( Hosting & DWP)

Planning / tracking of budget, Projects, resources

IT Ops performance review based on weekly and monthly reports

Responsible for the Infra/Cloud/DWP services for their quality, stability and roadmap

Active monitoring of Service delivery . Regular coordination with Technical Leads and Supplier.

Manage Multiple accounts.

Engage with Customer for growth opportunities.

Collaborate with other delivery teams and practices for requirements and opportunities.

Active participation in RFP's as Delivery SPOC.

Good Understanding of Infrastructure management, Application Operations, End User Computing, Cloud Computing, Automation and Digital transformations

Monitoring of organization’s IT Infrastructure and application services for irregularities and performance issues.

Providing directions and leadership to SMEs and Support staff while handling Major incidents, Change execution, managing operational activities

Ensure SLA, CSAT and ESAT are maintained or improved as per defined levels.

Ensure N-1 Currency level for Infrastructure Service assets

Responsible for Asset and Configuration database

Responsible for providing billing inputs

Evaluate and provide Infrastructure requirements.

Recruit, train, coach, mentor Support team members and shift Leads.

Work with Domain teams for enhancing Support teams skill set by refresher sessions on technology and support.

Work as Escalation Point for End Users and Customer stakeholders

Manage Vendor relationship and oversee service delivery by vendor teams

Driving the Efficiencies, Effectiveness of ITIL Processes, and procedures.

Coordinate and Lead External and Internal Audits

Coordinate with Internal support teams

Customer CSAT

Stakeholder management

Delivery led growth

Looking for Finland based, Finnish is not mandatory.

• Desirables

Industry leading Certifications

Excellent communication & Interpersonal Skills.

Excellent knowledge of ITIL Framework

Have good exposure of handling large and multi skilled team

Excellent track record in handling remote support for Large user base

Excellent team handling and development skills.

Excellent Analytical skillset

Self-driven approach for Improvement initiatives