Service Delivery Manager Dallas, TX


Qualifications:   Bachelors degree in Engineering (in Computer Science/ Electrical/ Electronic/ Communication)
Certifications:    ITIL
Professional Experience:
Minimum of 10 -12 yrs out of which atleast 8+ years of IT Infrastructure Operations/ Datacenter Operations & Management
Strong Techno-Commercial/ Business Orientation and Cost Sensitive with ability to balance decisions between Automation/ People & Infrastructure Availability.
Strong Leadership/ Team Building/ Decision Making attribute
Demonstrated success in creating a delivery organization using Enterprise Network Systems Management Tools & managing it either for a F-500 company or for a leading IT Service Company
Expertise in Defining Process and ensure the implementation within the Service Delivery Organization; exposure to ITIL Best Practices is necessary
Datacenter Migration/Consolidation experience is a mandatory requirement
Technology appreciation in the areas of:
OS – Windows, Unix
Hardware platform - Physical Servers (Dell/HP), Nutanix Hyperconverged Platform, Backup
Virtualization technologies - Vmware, Acropolis Hypervisor (AHV), Hyper-V
Cloud – Azure/AWS
Storage Technology - All flash/SSD solution, SAS/NL-SAS drives, Storage processor, IOPS, etc.
Enterprise Management Tools  - SNOW/Remedy/HP
Networks – LAN, WAN
Available on 24 x 7 basis in the event of emergencies and should be contactable after office hours
Strong presentation skills
Open to  Travel both inbound and out bound
Key responsibilities:
P&L responsibility-Contracted and new business from existing customers
Enabling smooth transition of new accounts
Customer retention through creation of stickiness.
Expansion of services to fill all gamut’s of infrastructure-increase breadth.
Increase penetration into these accounts across all existing services-increase Depth.
Focus on project opportunities and transformation initiatives
ITIL process definitions and implementation
Automation in service delivery
Creation of reusable service and process components
Resource management
Management reporting
Conduct regular in depth service and process audits.
Employee retention, motivation and training
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
Overall Customer Satisfaction
Overall employee satisfaction
Escalation handling.
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