Service Delivery Manager SDM IMS Operations
Service Delivery Manager SDM IMS Operations
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Job Description
Join the IT Global Operations team at LDC Company to ensure the effective and efficient delivery of IT services supporting our critical Data Center and regional branches. This role is pivotal in maintaining business continuity standardization reliable security routine and ensuring compliance with ITSM processes including incident change problem request and event management.
The Solution Delivery Manager will play a crucial role in ensuring that all IT services related to support activities are delivered effectively and efficiently. This includes maintaining business continuity for our critical Data Center and regional branches. The role requires a focus on continuous service improvement initiatives to enhance efficiency and performance within our environment. Flexibility and adaptability to evolving IT solutions are essential.
Must guarantee service operations and continuous improvement of the scope of IMS Operations related to our main Service Scope.
- Day to day operations
- Manage the services related Global Data Centers contract and ensure compliance with contractual needs.
- Monitor and validate that technical documentation from the environment is available and uptodate.
- Control and approve internal access to Data Center facilities.
- Ensure all main components in the environment are monitored and implement proper monitoring if necessary.
- Validate technical and operational documentation with vendors (Hardware Technical Collocation).
- Maintain an updated escalation list for each service needed to keep the environment running.
- Ensure inventories and CMDB are accurate.
- Coordinate with support groups thirdparty suppliers and other relevant LDC departments involved in IMACDD activities (Install Move Add Change Decommission and Disposals).
- Coordinate service personnel performing IMACDDs including coordination between LDC suppliers and onsite support service personnel.
- Collaborate with LDCs housing provider and relevant thirdparty providers to receive new supported equipment.
- Coordinate activities related to incident request change and problem management.
- Ensure effective patch management activities.
- Install tools to enhance the performance of supported software efficiently and in accordance with specifications.
- Identify and implement improvement processes for operations support.
- Facilitate and implement automation where possible.
- Take corrective and proactive actions as required.
- Ensure alignment and adoption of processes best practices and golden rules based on guidelines.
- Drive opportunities for standardization simplification and improvement in the environment.
- Participate in DRP testing needs and planning.
- Execute and coordinate general housekeeping activities.
- Coordinates restore test activities as defined in current procedures.
- Control and facilitate internal and external audit requests
Qualifications :
Technical knowledge:
- Management of services through the service governance routine and analysis of capacity problem improvement of the environment and charge of other teams.
- Acting on technical decisions and crises to prevent impacts on the business.
- Management and controlling the internal and external resources about the workdays oncall and dayoff.
- Lead the P1 incidents being the contact point and organize the resource that should be engaged.
- Hardware knowledge of Datacenter & Data Room stacks
- Successful candidates will have proven experience in remote managing Datacenter vendors in order to
- Order racking / unracking of equipment
- Handle remote troubleshooting equipments
- Be experienced in handling hardware cabling labelling and know how to guide vendors to apply cabling standards. Be also capable of reviewing and aligning cabling requirements.
Experience
- Experience on Infrastructure Maintenance Support in a very diverse IT landscape.
- Knowledge of Datacenter infrastructure technologies (Blades Middleware Storage Backup Network).
- Proven experience in production environments / critical operations.
- ITIL Foundation certified.
Languages:
- Fluent English both written and spoken mandatory.
Bachelors degree.
Additional Information :
Additional Information for the job
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
