Service Delivery Manager

Primary Roles & Responsibilities

Execute ITIL standards processes and methodologies in a consistent manner for project planning and execution activities including the following:

• Project planning fundamentals: initiating planning estimating resourcing scheduling and budgeting
• Project control fundamentals: monitoring anticipating potential problems identifying project conflicts taking corrective action resolving issues managing scope schedule cost profit and budget project reporting quality review and assurance.
• Relationship management fundamentals: client relationship management; project team management; and overall change management
• Solid understanding of LAN and WAN networking protocols and technologies including security solutions switching firewalls and routing network protocols.
• Hands on experience in configuring core network devices like firewalls SD WAN Cisco Nexus and ASA etc.
• Team management and leadership experience
• Establish milestones and monitor adherence to master plans and schedules identify program problems and obtain solutions such as allocation of resources.
• Manage the service delivery through a balance of best-in-class and pragmatic methodologies and practices that achieve KPIs and meet or exceed business results client satisfaction and SLAs.
• Act as primary customer contact for managed services operational activities leading review sessions with clients to discuss progress schedule and delivery quality and performance.
• Communicate operational performance to leadership steering committee and other stakeholders as appropriate.
• Manage issues/risks in a timely manner escalating when necessary.
• Foster collaborative working relationships within operations and across all levels and departments of the organization to execute project management activities and company priorities.
• Achieve performance targets established by leadership for applicable Key Performance Indicators.
• Perform other duties as assigned by management.

PERFORMANCE QUALITY AND MANAGEMENT

• Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades
• Providing accurate and regular reports to the management on the performance of the service delivery
• Leading personnel management including staff recruitment performance assessment training and mentoring
• Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

EDUCATION AND EXPERIENCE

• Bachelors Degree/Diploma in Computer Science Information Systems Business or related field or equivalent relevant experience.
• 15-20 years of total experience with minimum of 10 years of Managed Services experience within the Network Technology services and people management
• Excellent service philosophy and understanding of the challenges in providing superior customer experience.
• Certifications in Technical Area- CCNP CCIE.
• Certifications in Project Management-- ITIL ITSM Tool PMP Six Sigma Agile SCRUM
• Superior collaboration and communication skills: team building conflict resolution stakeholder management risk management product management negotiation & decision making.
• Ability to work effectively across many internal functional groups to optimize product offerings create a seamless internal and external customer experience and resolve issues.
• Proven ability to continuously expand and leverage the knowledge of the market and industry trends and translate to recommending and implementing process and efficiency improvements.
• End-to-end process thinker with proven experience in leading change within an organization and understands how change affects employees and utilizes strategies to reduce risk to the organization.
• Strong experience handling employee issues and making sound judgment decisions in this area

Supervisory Responsibility

This position may have direct supervisory requirements