Service Delivery Manager - IT Infrastructure Outsourcing Firm

Service Delivery Manager - Infrastructure

We have an opportunity for a Service Delivery Manager-Infrastructure for one of our client.

Job Description :

- Deliver services according to SLA - Day-to-day management of all service delivery activities

- Ensure consistency of delivery approach, consistent with SL strategy

- Manage Major Incidents / client alerts

- Develop, maintain & own Service Quality Plan/Service Improvement Plan

- Transition-to-run sign-off

- Drive the identification of operational cost & efficiency savings

- Supplier & third party management SLA services

- Promote new service propositions to improve or extend the services to the client Contract

- SLA Contract obligations

- Review and update SLA, impact assessment of contract changes on service provision Financial Management

- Achieve productivity & cost efficiency savings

- Prepare SLA work orders/changes quotes (content & costing)

- Maintain unit costing volume, accurate forecasting and charging data (#work units/service requests/changes)

- Identify SLA upsell opportunities Client Reporting

- Maintain SLA R&I log and follow-up actions aimed at reducing risks to service and service credits

- Resolution of operational issues arising from client disputes - SLA Reporting to the client

Experience & Skill Requirement :

- Person should have handled large, complex and multi country global delivery (preferably offshore delivery)

- ITIL & Service Management experience

- 15+ years experience in IT industry, preferable in Infra IT outsourcing engagements