HCL - Service Delivery Manager - Infrastructure

Company - HCL Tech

Experience - 11-15 yrs

Location - Noida

JD

- 15+ years and has held similar roles for at least 6 + years.

- Understand industry standard ITIL process and procedures, data center technologies to run Infrastructure service delivery center of 100+ resources delivered out of India and USA.

- Should have experience in handling global customers - communication has to be excellent - both oral and written.

- Experience in Data center management with in depth understanding of latest technologies on storage, unix, wan, lan, security platform.

- Strong Customer presentation skills and past experience of design, architect level skills on any IT technical domain will help

- Very good people management skills and expansion of services to fill all gamut's of infrastructure-increase breadth.

- Lead project management functions and drive transformation initiatives for Customer

- Lead daily, weekly and monthly operation and governance calls with all (1.) P&L responsibility

- Expansion of services to fill all gamut's of infrastructure-increase breadth.

- Focus on project opportunities and transformation initiatives

- ITIL process definitions and implementation

- Automation in service delivery

- Resource management

- Utilization

- Billing

- Management reporting

- Conduct regular in depth service and process audits.

- Employee retention, motivation and training

- Focus on grooming people from L1 to L2, L2 to L3 within select timelines

Value add to customer-YOY by working closely with the Transformation and Consulting group for:

- Architecture gap assessment studies

- Implementation of new technologies

- Consolidation/virtualisation opportunities

- Reduce business impact of outages

- Cost savings through better solutions

- Enhance operational efficiencies

Overall SLA management - Operation interaction with technologies Lead / Service Owner

- Overall Customer and Employee Satisfaction

Contact person - Namrata