Service Delivery Manager-Managed Services (hybrid mode)

Job Description:

Key Responsibilities: 

• Client Relationship Management: Build and maintain strong relationships with enterprise clients, understanding their business objectives and aligning our services to meet their needs.
• Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates.
• Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness.
• Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and collaborative approach to service delivery.
• Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work environment.
• Performance Monitoring and Reporting: Implement and manage performance monitoring tools and processes to track service delivery metrics.
• Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement.
• Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery.
• Implement best practices and lessons learned to enhance the overall quality and efficiency of Enterprise Managed Services.

Technical Required: 

• Excellent knowledge & understanding of ITSM systems like ServiceNow, JIRA, BMC, or Zendesk etc.
• Excellent knowledge & understanding of Remote infrastructure monitoring technologies like Kaseya, ConnectWise, Nable, SolarWinds or Manage Engine etc.
• Well versed with Industry best practices for Infrastructure Management & must fully understand concepts like:
  • Performance Management
  • Capacity Management
  • Network Management
  • Backup & Disaster Recovery/ROP/RTO
  • High Availability & Clustering etc.
• Extensive knowledge & understanding & IT Infrastructure & Cloud technologies like:
  • Virtualization/VMware/HyperV
  • Storage/NAS/SAN
  • Firewall/Switches/Routers/Access Points
  • Windows & Linux Server Operating Systems
  • Microsoft 365
  • Azure/AWS
• Must have good understanding of Security protocols & Holistic approach of security in an IT Infrastructure:
  • Edge Security
  • Network Security (IPS/IDS)
  • End Point Security/EDR/MDR/XDR
  • Email Security
  • Web Security
  • Phishing Aware Workforce etc.
• Proven experience in a Service Delivery Manager or similar role, preferably in the IT or managed services industry.
• Strong understanding of enterprise IT infrastructure and cloud technologies & must be able to troubleshoot & support the team in critical scenarios.
• Exceptional communication and interpersonal skills.
• Demonstrated ability to lead and inspire cross-functional teams.
• Analytical mindset with a focus on data-driven decision-making.

Educational Qualifications:

•  Bachelor's degree in a relevant field; advanced degree or certifications (e.g., ITIL, PMP) is a plus.

 Other Prerequisites:

• Ability to work is rotational shift & depending on business needs.
• Prior work experience in MNC & matrix organization.