Service Delivery/Operation Delivery Manager - Infrastructure

MindGen Solutions is a recruitment firm and specializes in hiring managerial and leadership talents across technologies and domains.

We have an opportunity for a Service Delivery /Operation Delivery Manager-Infrastructure for one of our MNC client in Mumbai.

Job Description :

The Lead Operations Delivery Manager is accountable for delivering the run services towards a client.

The Lead ODM has a firm working relation with the SDM who is accountable for the overall contractual compliance of all services and projects.

As a Lead ODM, person would be responsible for the services provided by all the service lines (mainly Data Services, End User Services, SMG and may be few others) under Operations Sub-BU. There may be multiple ODM's at account responsible for specific areas and all such ODMs would report into this Lead ODM. This Lead ODM would own delivery of contractual SLAs & associated penalties/rewards to customer.

In this role, Lead ODM ensures that the sub-service lines deliver according to the SLA, as well as managing the delivery of non-standard / client specific services.

Brief responsibilities across various areas are as follow Delivery Management

- 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