Service Delivery Manager

Position: Service Delivery Manager Location: Noida

WorkMode: WFO

YearsofExperience: 6 to 8yearsofexperienceworkinginacustomerfacingtechnicalservicedelivery or support role (design, implementation, consulting, infrastructure, and/or cloud service system administration).

Qualifications: Bachelor’sormaster’sdegreeincomputerscience,InformationTechnology,ora related

field.

Job Description

• ServiceDeliverManager/ProjectManagerisengagedwiththeclientaccountlevelandisa trustedadviser;providingvisibility,servicereviewsandreportingthroughallphasesofthe implementation life cycle.
• The successful candidate will be working closely with other Umbrella teams to ensure that all changestoacustomer’senvironmentsaresmoothlycarriedoutwhilemeetingcapacityneeds and service level agreements.
• EarnaTrustedClientAdvisoryrelationshipwithourclientsand team.
• WorkwithcustomerstoprovidevisibilityandguidancearoundtheirServicesaccountthrough regular Operational Service Reviews and Reporting.
• Workwiththecustomersonoperationalandtactical issues.
• Beinvolvedinthechangemanagementprocessofthecustomer’senvironmenttoensure success
  
  

• Workwithapplicationownerstodevelopandstandardizetest,upgrade,andrelease management processes.
• Go“toetotoe”withcustomertechnicalstakeholdersonmost issues.
• BethevoiceofthecustomerandworkwithinternalUmbrellaresourcestoensurethat the
  
  

• Raiseinternalawarenessofcustomerimpactingbugsand/orissuesanddrivetheappropriate prioritization for fixes and/or responses.
• Participateincustomerrequestedmeetings(onsiteorvia phone).
• Provideoversightofescalation,prioritization,anddrivecustomercommunicationduringcritical events.
  
  

• 6 to 8 years of experience working in a customer facing technical service delivery or support role (design,implementation,consulting,infrastructure,and/orcloudservicesystemadministration).
• Experienceinmanagedservicedelivery management.
• Experiencewithvirtualization,distributednetworksand/orcloudcomputingof scale
• Highlevelofcomfortcommunicatingeffectivelyacrossinternalandexternal organizations.
• KnowledgeofnetworkingprotocolssuchasHTTP,DNSand TCP/IP.
• Previousorcurrentexperienceinanengineeringsupporttechnicalrole(systemsornetwork administration/operations or similar).
• Experiencewithvirtualization,distributednetworksand/orcloudcomputingof scale.
• Experienceinmanagedservicedelivery management.
• Technicalcomplextroubleshootingskillsininfrastructureservices(OS,networking, cloud).
• Previousorcurrentexperienceinanengineeringsupporttechnicalrole(systemsornetwork administration/operations or similar).
• Abilitytomanagemultipletasksandprojectsinafast-moving environment.
• Presentationskills;highdegreeofcomfortwithbothlargeandsmall audiences.
• Highlevelofcomfortcommunicatingeffectivelyacrossinternalandexternal organizations.
• The ideal candidate must possess customer facing skills to represent Umbrella well within a customer’senvironmentanddrivediscussionswithseniorpersonnelregardingincidents,trade- offs, best practices, and risk management.
• ClientCommunicationandPresentation experience.
  
  

• Excellent communication and conversation skills (Verbal and Written.)
• Good documentation skills.
• Shouldhaveagreatcustomerhandling skill.
• Abletohandleunforeseen situations.