Service Delivery Manager

Add On IT Systmes
  • Bangalore
  • Confidential
  • 10-13 years
  • Views
  • 03 May 2018

  • Project/ Program Management IT

  • IT/ Technology - Software/ Services
Job Description

Relevant Experience: 10 years in IT infrastructure of which 2 plus years directly working with the customer and should have worked 2-3 years with the current organization.

Educational Qualification: Full-time Bachelors/Masters Degree in any stream (engineering background preferred).

Job description:

- The primary responsibility is to interface with customers for daily operational and project needs

- Delivers contracted services by attending customer meetings, status communications, periodic reporting, complete project management, etc.

- Through ticket assignments, task listing, prioritization, and workload balancing ensures technical resources have clarity of what they need to execute day to day

Experience:

- Must have a technical background, with prior hands-on experience of system administration, the experience of Windows server-side infrastructure (Windows 2008, 2012, Active Directory, VMWare, Exchange 2007, 2010, Server Hardware etc.)

- Must have service mindset and empathy. Must deal with a level of ambiguity, chaos and apparent stubbornness from customers, and manage it by thinking through the issue or request from the customer's perspective to drive to a reasonable conclusion

- Must have prior experience on Project Management

- Must have prior experience of the onsite-offshore delivery model and should have directly worked with US/European customers or colleagues

- Must have ITIL process knowledge

- Prior experience working at an ISP/Managed Services/IT Services company is preferred, and a background in dealing with global teams and remote teams will be a strong plus.

- Certification in PMP and ITIL will be a strong plus

- A strong plus would be the breadth of technical experience i.e. candidate has done enough in the cloud, networking, storage, backups etc.


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