Offer summary

Qualifications:

20+ years of experience in managed service delivery, Strong knowledge of IT infrastructure concepts including servers, virtualization, and data centers, Proven leadership and people management skills, Exceptional verbal and written communication abilities..

Key responsabilities:

Oversee overall managed service delivery and ensure SLA compliance

Prepare and present status reports to customers

Manage day-to-day operations to exceed service expectations

Drive service delivery assurance and continual improvement in customer satisfaction.

Job description

20+ years of experience in overall managed service delivery

• Core Strength – Program Delivery Management, IT Infrastructure outsourcing, ITIL Knowledge, People management, Contract and Financial management

• Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, Linux, AIX, Unix, storage, Middleware data centres and monitoring

• Proven leadership skills with the ability to develop and communicate the program objectives and ensure its successful execution.

• Responsible for overall managed service delivery and SLA Compliance.

• Periodically track and assess the managed services risks and develop plans to mitigate them.

• Prepare and review status reports and present the same to customer.

• Ensure all the SLA and Under Pinning Contract with reference to Infrastructure services are appropriate and updated

• Customer complaints - Closure of all customer complaints within SLA.

• Ensure month on month improved User Satisfaction Survey Rating

• Service delivery assurance to ensure maximum service availability and performance to customer’s infrastructure.

• Driving and implementing operations services strategy in order to achieve performance and quality.

• Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues

• Ensure continual improvement in customer satisfaction, delivering higher value services and productivity

• Manage day-to-day 24 /7 operations to exceptional levels of service in excess of business expectations.

• Participates in client presentations and discussions to present the technical solution.

• Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, storage, data centres and monitoring

• Manages the service delivery within agreed financials/budgets

• Collaborate effectively, resolving conflicts and ensuring follow through with cross-functional teams

• Strong problem-solving and analytical skills leveraging all available resources

• Exceptional verbal and written communication

• Participate in Change Advisory Board, and major Incident and Problem reviews

Required profile