Service Delivery Manager

Educational Qualifications:

• BE/B.Tech./M.Tech. /MCA/Degree in Computer Science

Skills Required:

• ITIL Foundation, V3 Certified
• 5-6 years experience as SDM on IT Infrastructure related projects with US customer
• ITIL Foundation v3 certification is a must. Additional ITIL training and certifications are preferred
• Willing to work exclusively US West Coast hours
• Ability to communicate complex issues in a clear and simple way
• Ability to develop and establish solid and trustworthy relationships
• Good communication and coordination skills to manage relationships with internal teams, customers, consultants, and vendors
• Ability to influence senior levels of management internally and externally
• Understand the suite of offerings and services provided to customers with a focus on SLAs, processes unique to each customer, and in-flight projects and actions currently underway
• Develop and maintain excellent relations with key service managers and stakeholders in the customer organizations
• Ensure internal delivery organizations show 100% adherence to customer processes and delivery timelines
• Chair daily calls to coordinate open issues and next steps with the ability to track and report across multiple customers of varying sizes – from SMB to an enterprise
• Complete ownership of the incident and change management process for each customer as well as internal organization
• Drive adherence to processes and tools, create/implement/improve processes, where found deficient or missing
• Generate and circulate appropriate reporting which indicates the status of open actions, SLA adherence, and other areas of interest to customer/internal organization