Service Delivery Manager

Role Overview

• Provide direction to staff members in meeting established schedules or resolving operational problems
• Independently applies advanced Project Management principles, theories, and concepts
• Communicates fluently orally and in writing
• Demonstrates analytical and systematic approach to problem solving
• Maintains awareness of developing technologies and their application
• Advises, mentors, designs, establishes, evaluates, facilitates, influences, and promotes

Requirements

• More than 10 years in IT infrastructure
• 2+ years directly working with customers
• Worked 2/3 years with current organization
• Bachelor’s degree or equivalent certifications
• Minimum of 4 years hands on work experience in any area of Infrastructure Operations, Network Operations, Service Desk
• Experience in Project/Program Management in relevant areas
• Specific experience of onshore / offshore model, 3 tier model experience would be a plus
• Experience in a multi-national / multi-cultural environment
• Strong operations management skills (preferably ITIL Certified)
• Ability to extract, analyse data to drive improvement actions
• Ability to handle / negotiate with customers and/or senior Account personnel
• Excellent Documentation, Presentation and communication skills – demonstrated in a work environment
• Knowledge and experience in five of the nine knowledge areas of Project Management
• Necessary skills, behaviors, and traits to be a successful project leader or project/Program office manager or change initiative manager
• Working toward professional Project Management certification recommended
• Provides direction to staff members in meeting established schedules or resolving operational problems
• Independently applies advanced Project Management principles, theories, and concepts