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Service Delivery Manager (Infrastructure)

Keywords / Skills : Service Delivery Manager, Infrastructure Manager, Wintel, Active Directory, Microsoft Exchange, Networking, CCNA

5 - 10 years
Posted: 2019-07-16

Job Description
Service Delivery Manager (Infrastructure)

Job Responsibilities:

• Managing business unit, operations and delivery teams with the highest quality/services to clients

• Will be the face to all customer stakeholders and internal Emerio stake holders on Infrastructure service related activities

• Experience in Team & daily operations management (People management, duty roster, training of

resources, interviews etc)

• Should be a Technology SME in any one of the Technology tower (Wintel + AD, Wintel + Exchange, Unix, Backup + Storage)

• Ensure full compliance on Emerio Quality standards & service KPI’s while delivering the

services to customer (Process compliance ISO 9000, Operational KPI’s and others)

• Manage service improvement initiatives and activities to ensure optimal service execution; this includes development of actionable and strategic plans, leading remote & onsite teams to drive execution of the initiatives while effectively managing customer relationships

• Hold customer meetings periodically to review SLA performance

• Become the bridge between customer and operational teams and building confidence is key for this role

• Manage multiple processes and projects simultaneously through effective collaboration

• Define and manage the service onboarding requirements for changes in service levels, technology or overall function

• Proactively recommend process changes as part of Service improvement on such aspects

• Create and drive year over year service roadmap based on customer and partner needs

• Identify and resolve gaps in supplier/vendor and/or partner approach to delivering the service, which could result in increased performance, reliability, and/or other aspects of service offerings

• Supplier & contracts management will be part of this role that are related to the business unit

• Drive problem resolution with external and internal partners as needed; provide relationship support to problem management function

• This position will require updates to AVP, VP & Directors so candidate must be comfortable and have the self-awareness to effectively present to senior leaders

Job Requirements:

• Master/Degree in Comp Science, IT Engineering, or related technical field

• 8-10 years’ experience in IT Services/IT Enabled Services industry is required

• Preferably more than 5 years of managerial experiences

• Previous experiences in managing service delivery for IT Infrastructure and Network support services for MNC companies

• Previous experiences in supporting large enterprise customers

• Any certifications in Network and Infra platform is highly desirable (e.g. CCNA, MCSC, Linux Redhat)

• Proficient in any of the following technology towers (Wintel + AD, Wintel+ Exchange, Unix, Backup + Storage)

• ITIL Certifications preferably

• Able to work independently with minimal supervision

• Always ready to pick up additional roles and latest technology/solutions

• Ability to exercise substantial independent judgement

• Should be able to manage multiple customers effectively & efficiently

• A positive & proactive, service-oriented attitude

• The role requires the person have the combination of skills in both Technology and

service delivery Management

• Knowledge to support sales during Pre-sales will be an added advantage

• Being a matrix setup, the role demands multi-tasking capability

• Works under minimal supervision and takes self –initiatives is delivering his/her responsibilities

About Company

Emerio, an NTT communications company, is a leading IT solutions and services organization with deep roots in South East Asia.

We provide a suite of solutions and a large stack of IT services to our clients in the Banking and Financial Services, Education, Government, Healthcare, Hospitality, and Social Services domains. With over 2,200 employees we have been providing comprehensive ICT solutions, provisioning and management of IT infrastructure and business applications, data analytics, data visualisation and IT professional services for the past 22 years.

Our brand values are REAL. Reliability, Efficiency and Adaptability is the basis of Long-term relationships with our clients.
About Recruiter
Emerio Globesoft
Manager - Talent Acquisition
Emerio GlobeSoft Pte Ltd
Emerio, an NTT Communications company, is your REAL IT services and ...
Skills I hire for Information Technolgies
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