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Senior Service Delivery Manager

2 months ago

Omaha, United States HCLTech Full time

Position – Senior Service Delivery Manager (SDM)

Location – Omaha, NE

FTE position ( ONSITE )

Job description::



  • Skills Required – ITIL Certified
  • Experience Required – 15-18 years in IT operations
  • Relevant Experience – Minimum10 Years in Management Role in handling Global customers with direct/indirect reporting (50-100 resources)
  • Experience of managing Lead and managers
  • Technical Skills - Any IT (Infra) Technical skills (background) would be an added advantage (Networks Skill preferred)
  • Technical Certification – Any Cisco Technical Certification (Preferred)

Job Duties and Responsibilities: -

  • Experience of handling NOC/DC ops teams
  • Minimum 10+ years’ experience in customer handling
  • An effective communicator with excellent relationship building & interpersonal skills
  • Expertise in spearheading multiple teams and ensuring delivery in compliance to the Cost, Schedule, Scope and Quality parameters
  • Understanding of PNL is a plus
  • Meet the end-to-end Project timelines by ensuring on-time delivery
  • Understand business customer objectives and align the effort to achieve the same.
  • Ability to organize, delegate, and leverage resources to accomplish objectives
  • Strong analytical, problem solving & organizational abilities. Possess a flexible & detail-oriented attitude
  • Discuss with business customer or client to define requirements and deliverables
  • Identify the team, develop project plan to achieve the goal
  • A keen planner, strategist & implementer with demonstrated abilities in IT infrastructure planning and management for streamlining business operations and Organizational and time management skills
  • Strong meeting management and reporting skills with Exceptional Customer service skills and client focus
  • Execute the project plan to meet deliverables
  • Define change control process and implement it stringently
  • Coordinate and integrates project activities, lead the team
  • Identify and quantify all the risks, define mitigation plan and monitor all risks on a weekly basis
  • Define communication plan for all stakeholders, get buy-in for status report format and communicate on defined frequency
  • Solve team conflicts and problem, take corrective actions when problem arises