We are looking for an experienced and client-focused Service Delivery Manager (SDM) to oversee and manage the delivery of IT infrastructure and system integration services to our enterprise and government clients. The ideal candidate will ensure that services are delivered on time, within scope and budget, and to the agreed SLAs and KPIs, while maintaining high customer satisfaction.
- Candidate will be responsible for taking care of post-sales delivery services calls.
- Track and manage escalations, incidents, and problem management activities.
- Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
- Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Developing a deep understanding of projects to gain insights into the scope of service delivery.
- Coordinate with internal teams (Pre-sales, Engineering, Procurement, Project Management) and OEMs for timely service execution.
- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Providing accurate and regular reports to the management on performance of the service delivery.
- Prepare and deliver service reports, dashboards, and reviews for customers and management.
- Minimum 3+ years of experience in IT infrastructure or system integration services in a service delivery role.
- Strong understanding of IT systems such as networking, servers, storage, security, virtualization, and cloud.
- Familiarity with OEMs like Cisco, HPE, Dell, Aruba, Microsoft, Fortinet, etc.
