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Form of work The Service Delivery Manager (SDM) is responsible for the effective management and organization of operational aspects of IT Services. The job holder is responsible for coordinating the various projects as initiated by the customer and will be single point contact for the customer.
The key responsibilities for this role include:
IT Services Management:
Delivering Services to the customer according to the contract and adherence to agreed SLAs
Own the KPIs agreed in the contract.
Will be the single point contact and will be responsible for the overall management of IT Services for the customer.
Make recommendations on strategies in respect of various technologies.
Establish and maintain standards and methodologies for providing IT Services to the customer in respect of operational issues
Provide the periodical reports and other ad-hoc reports as per the contract to the customer
Maintaining disaster recovery and business continuity processes for the customer
Build long-term relationship with the customer
Deliver continual improvement in service measures and KPIs
Ensure that the projects initiated by the customer are completed as per the agreed timelines, costs, etc and relevant proposals are submitted within the stipulated timeframe.
P&L responsibility
Automation in Service Delivery
Resource management
Utilization
Will be responsible for billing
Value add to customer-YOY by working closely with the in consultation with COE and HCL architecture head.
Overall SLA management and Operation interaction with technologies Lead / Service Owner
Overall Customer Satisfaction
Overall employee satisfaction
Team Management:
Strong understanding and managing Network L1 & L2 operations (Oil & Gas is preferable)
Strong understanding and managing Datacenter Hands & Feet support
Experience is leading 120+ team members in NA and SA America
Customer stake holders handling with strong communication skills
Managing P&L for this portfolio
Personal Management:
Demonstrate personal commitment to excellence
This is a middle management position and should concentrate on the control & organization of the reporting staff members
Maintain awareness of customers business and IT role in it
Awareness of other companies IT functions, especially in the financial sector
Deal effectively with outside contacts / vendors
Avoid unnecessary conflicts and should know how to escalate issues
Should be able to adjust to people, culture, policies and situations
Should have capacity to effect the actions, behavior and opinions of others by appealing to reason or understanding
Will participate in monthly reviews and governance meetings
Will coordinate QA, Audit, Financial Management and Asset management.
