Service Delivery Manager - Manufacturing

Service Delivery Manager is required for Fortune 500 Manufacturing Company .

The incumbent should be a full time MBA from premiere institute with at least 10 to 14 years of experience in -operating within a large global managed services framework. IT Infrastructure technologies,development and management of service delivery metrics, experience in all phases of IT service management development and implementation. ITIL service management processes,Experience in managing third party vendors in a global managed services environment and Problem management and continuous improvement experience.

The incumbent will be responsible for -

- Leading the development of infrastructure service delivery solutions by researching current and emerging trends, translating more complex business requirements, and developing solution designs.

- Performing service delivery knowledge transfer to internal and external strategic stakeholders.

- Providing expert/advisory guidance to implementation teams as a subject matter expert.

- Using extensive technical knowledge within a domain, to measure and monitor the progress of projects to identify variances from the plan, and make any needed corrections. Contain and resolve issues within the project that do not require sponsor attention, or escalate to sponsors for direction and decisions.

- Conducting root-cause analysis of problems, coordinates the resolution and acts as an escalation point to resolve more complex issues. Perform troubleshooting procedures and design resolution scripts, where analyses of situation require research and evaluation of more complex factors.

- Advising on major incidents and emergency change control processes, including technical investigations into incident trends. Ensure that work requests and trouble tickets are resolved on time and in agreement with contractual terms. Coordinate with strategic service providers and vendors to resolve issues and enhance incident management processes.

- Ensuring service levels across all Providers are monitored and processes are followed.

- Responsible for outcome management/ issue resolutions of IT Infrastructure services.

- Understanding the commercial aspects of the service and ensure the Provider adheres to the scope, delivery, and quality of this agreement

- Monitoring infrastructure service delivery strategies.

- Advise on Infrastructure service delivery for the region.

- Work with the Provider for service delivery project planning activities by defining project objectives and scope, while partnering with the Process team and Provider to complete the ensure objectives are delivered on time, within budget, and business results are realized.

- Champion new and innovative service delivery processes, broker's information across the infrastructure organization, and encourages the adoption of solutions.

- Design infrastructure dispatch and escalation strategies.

- Advise Infrastructure team through tactical service delivery issues as related to site contacts, access and logistical issues.

- Build and maintain a strong network of contacts for each Company site in the region and is knowledgeable on the Provider services and service measure for the region; is responsible to partner with the Provider to meet the service line agreements from an access and logistical standpoint

Candidates meeting above may contact :

ML Yadav
9310245408