Infrastructure Service Delivery Manager

• The onsite Service Delivery Manager will be working with the customer and offshore delivery team (PM and 25 people) to ensure the proper operation of the Data Center

• Ensure ITIL processes are implemented for success and consistency – good working knowledge of Incident, problem, change, release management processes.

• Understand pain points of offshore and work with them and customer and resolve them

• Ensure that reporting is done properly. Take active part there. Review reports before going to customer to ensure quality.

• Understand the customer requirements and pass on to offshore.

• Schedule weekly monthly and Quarterly reviews

• Make /suggest areas \of improvement and recommendations with offshore teams.

• Participate in critical issues and P1, P2 issues calls with customer and offshore teams. this may recur at odd hours too and on weekends but not regularly.

• Identify new areas for business/opportunities for Zensar and work with sales and presales team to encash them.

• This position will need to carry revenue targets

• Take care of offshore team and customer along with offshore PM and delivery heads.

• 10-15 years of experience in IT service industry with specialization in IT infrastructure management.

• 10 years of IT Service delivery & Project Management experience

• Knowledge of both theoretical and practical aspects of ITIL , IT Service Delivery & service transitioning

• Direct work experience in technical infrastructure management, capacity and vendor management.

• Proven experience in people management, risk management, and change management.

• knowledge of IT Infra structure management platforms like windows, Linux, Databases, storage etc

• Experience in managing Data center operations & IT Service Delivery

• Experience with working with offshore (India) based teams.

• Experience in working with multidisciplinary teams in IT infrastructure management.

• Manage and drive the technical discussions during the high priority issue calls with customers Stakeholder management

• Good communication skills

• Good experience with MS Project, Microsoft Excel, Visio, Word, Outlook, and SharePoint.

• Strong negotiation/facilitation skills with an ability to gain consensus.

• Excellent written and presentation skills and strong decision making skills.

• Ability to manage customer expectations throughout the project implementation and delivery process.

• Ability to work on teams in a lead and participative capacity with many different and diverse stakeholders.

• Formal knowledge of project management principles, processes, and tools.

• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or related degree

Thanks and Regards,

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