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SalaryService Delivery Manager
Location -Santa Clara, CA Completely onsite
Experience 10-15 Years
Responsibilities and Duties
- Process definition and ownership. Primarily the below listed processes
- (Event, Incident, Request, Access, Release, Change, Problem, Asset, capacity & availability management processes)
- Should have in-depth knowledge of ITIL framework and can comfortably articulate various stages of service lifecycle
- (Strategy, Design, Transition, Operation & CSI)
- Ability to solves complex problems using various analysis methods (Fishbone, 5 Why, Pareto analysis etc.)
- Builds and champions positive and productive relationships with stakeholders, suppliers, colleagues and users
- Identifies and creates solutions to solve issues and risks – escalates to manager where required
- Ensure seamless delivery of technology services within agreed SLA/OLA
- Commercially astute – experienced in understanding contractual obligations and working to deliver high quality on this basis
- Establish and report monthly on effective, actionable metrics for all IT Service Management processes
- Excellent MIS knowledge. Prepare Charts & reports to reflect performance and overall efficiency of operations
- Prepare , analyses and evaluate Data pertaining to effective operations controls
- Excellent knowledge on Process Excellence and Optimizations
- Mandate ITIL Certification
- Asses maturity level and provide improvement plan
Qualifications
- BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience.
- Three to five years of progressive experience in project management.
- Proficiency in analytical, organizational, project management, interpersonal and communication skills (written and oral).
- Proficiency in using project management tools (e.g. Microsoft Project) and techniques to develop project plans for software development projects.
- Ability to perform detail-oriented business and technical analysis to discover, refine, and document the requirements for technically-oriented projects.
- Customer- and relationship-focused, process-driven, metric-focused, results-oriented, organized, self-directed.
- Ability to multi-task and solve problems innovatively.
