Sr Service Delivery Manager(SDM)

Job Responsibilities

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.

Preferred Skillsets

• Technical Experience: 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.
• Project Management Experience: 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.
• Equivalent Qualifications: Bachelor's in information technology or equivalent. PMP, Six Sigma, ITIL, or CTPM certification or equivalent. Cloud technology, CCNA, or JNCIA certification or equivalent.

Work Experience

• 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.