eJAmerica - Service Delivery Manager - IT Services

Location: Mysore, Karnataka.

- Looking for immediate joiners or those who can join within 30 days.

- Timing: The job involves working in US shifts as per business requirements.

- Department: IT Infrastructure Operations and Project Management.

Job Summary:.

- The Service Delivery Manager Operations will be responsible for managing IT Infrastructure support operations for clients, ensuring smooth production support, and overseeing implementation projects.

This role requires a blend of operations management and project management expertise to deliver high-quality support services and successful service delivery.

Key Responsibilities:.

Operations Management:.

- Oversee daily IT support operations for clients, ensuring timely and effective resolution of issues.

- Develop and implement standard operating procedures (SOPs) to enhance operational efficiency.

- Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.

- Manage the operations team, providing guidance, training, and performance evaluations.

- Coordinate with other departments to ensure seamless service delivery and client satisfaction.

- Manage escalation of complex issues and work towards prompt resolutions.

Project Management:.

- Lead the planning, execution, and closing of implementation projects, ensuring they are completed on time, within scope, and budget.

- Develop detailed project plans, including timelines, milestones, and resource allocation.

- Communicate project status, risks, and issues to stakeholders and senior management.

- Collaborate with cross-functional teams to define project requirements and deliverables.

- Ensure that all project documentation is complete, accurate, and up to date.

- Facilitate project meetings, including kick-offs, status updates, and post-implementation reviews.

Qualifications:.

- Bachelor's degree in Information Technology, Science or related field.

- Minimum of 6 years of experience in IT Infrastructure Operations Management, Datacenter (DC) Operations and Project Management.

- Experience in IT Transition Projects.

- Proven track record of managing support operations and leading implementation projects successfully.

- Strong understanding of production support operations and experience with ITIL or similar frameworks.

- Proficiency in Microsoft office products, project management tools and methodologies (e. , Agile, Scrum, Waterfall),.

- Excellent leadership, communication, and interpersonal skills.

- Ability to handle multiple tasks and projects simultaneously, with a strong focus on detail and accuracy.

- PMP or similar project management certification is a plus.

Key Competencies:.

- Technical: Good skills in Network, Datacenter Operations, Microsoft products and ITIL based tools.

- Knowhow of Amazon Cloud Services will be an advantage.

- Problem-Solving: Ability to analyze complex issues, identify root causes and implement effective solutions.

- Leadership: Strong team management skills with the ability to motivate and develop team members.