Information Technology Service Delivery Manager

2 weeks ago

Princeton, United States HCLTech Full time

HCLTech is a global technology company, home to more than 223,400 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products.


JD for SDM

The candidate should have a 3/ 4 year degree in associated field and 18+ years overall work experience in the technical industry preferably in IT/ Technical Operations organizations in supporting worldwide enterprise infrastructure, systems and applications.

Primary Skills: -

Service Delivery management

Operation Management on IT Infrastructure

ISP/Telecommunication, Network Data, Network Voice, Cloud Infrastructure, Firewall & Security, Service Desk

Customer Relationship

Team building & Leadership

P&L proficiency & management

Responsible for :

Stakeholder management

Operations Management - 7x24 availabilty

Resource Management

Vendor Management

SLAs

Service Improvement Plan

People development

Innovation

Description : -

Good understanding of ITIL , PMP/ PRINCE2/ Agile Scrum-master Certification, CCNA, CCNP, CCIE, Telco service provider

Experience in IT infrastructure leading implementations that involved servers, networks, SD-WAN, SAN and NAS, Cloud Infrastructure, Firewall & Security, Automation and Enterprise Applications.

Hands-on experience in NOC operations, Network Implementation, resource management, scheduling, planning, deployment, support and training etc.

Good communication, organization/planning, risk/issue assessment, and conflict management skills.

Social skills and the ability to work across departments and multi-functions with other leaders.

Experience working in a global environment, leading teams located in multiple regions.

Manage service level compliance, reporting and conduct analysis on the trends and patterns through SLA reporting.

Maintain visibility of overall Customer health, ensuring regular reviews with key stakeholders to care for any red flag issues, benchmarking on future opportunities and overall compliance of the Customer contract

Manage CSAT survey and end user feedback.

Knowledge and background about account level compliance and governance audits

Manage P&L and coordinate with finance SPOC , Budgeting experience etc.

Review Key Performance Indicators (KPIs) and provide action plans, when necessary, to improve performance.

Analyze and recommend areas for process enhancements, streamlining and driving improved performance collectively with internal teams and customer

Leadership skills:

· Customer obsession & earn trust ability

· Deep dive & Ownership

· Learning & being curious

· Have backbone; disagree and commit

· Hire and develop the best

· Insist on the highest standards

· Team player

· Proven people developer

· Experience with AI, BOTS and RPA

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