Service Delivery Manager 10 to 14yrs Mumbai

Short Description

Service Delivery Manager - 10 to 14yrs - Airoli

Job Responsibilities

Job Description
• Part of Group IT - Global Infrastructure Domain, SDMs are the Key interface points (SPOC) for Global Infra. clients (Group APPS/Service Teams, BRMs, Regional IT teams)
• Accountable for the complete Infra. Services at respective Region to the clients
• Works closely with Region clients, to capture their Global Infra. Scope requirements
• Works closely with Global Infra- Global Tech tower leads across DC, Network, Security… (L3s) & Regional Tower SPOCs (L4s), to get the required Infra. Services delivered to clients 
• Publish the monthly Service Management Dashboard reports specific to Region Infra. to Clients, Management (SLM/ SLAs/ KPIs) adherence, 
• Participate and contribute in areas like
o Global Infra. Process alignments, IPC cycles (Incident, Change, Problem….)
o Global Infra. Operations Alignments
o Capacity, utilization planning
o Global Infra. BC-DR
o Monitoring tools
o Global Infra. Assets, Contracts (Internal & External), DC Real estate
o New initiatives, rollouts at respective regions (like ITaaS,…..)
o Regulatory compliance, like ISO27001 certifications
o Budgets, Financial management, Charge backs
o Industry standards based services delivery, like ITIL, CoBiT
• Identify & ensure the Continuous Service Improvements for the delivered Global Infra. services, 
• Ensure effective CSAT score at region (Customer Satisfaction)
• Well versed with Global Delivery Infra. Services, Working with onsite teams etc.. 

Skills & Experience :
• Overall 10 to 14 years of Global IT Infrastructure / Datacenter based Service Delivery Experience
• Had worked with globally established IT Infra. MNCs with overseas/multi cultural work environment (especially Europe, US markets) & experience working in global delivery model,
• Should have deep dive skills in one or more Infra. technical areas,
o Virtualization/Hypervisors environments (VmWare, Citrix, Microsoft, Oracle virtual platforms),
o Systems (Linux/AIX, WinTel), 
o Storage (IBM, EMC), 
o Network/ Firewalls/ Radius/ IPS (Cisco, F5, Checkpoint, HP), DB (Oracle, SQL)
• Understand the Application functionality, architecture details and components metrics along with workload characterization. 
• IT Frameworks (COBIT,) & Regulatory compliance experiences (ISO 27001…)
• French, Spanish speaking will be a plus
• Good Communication Verbal & Written

Education & Certifications :
• Engineering or Any Graduate 
• ITIL v3 Foundation Certification or Service Delivery area certifications