Senior Service Delivery Manager (SDM)

Position – Senior Service Delivery Manager (SDM)

Location – Omaha, Nebraska, United States

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