Service Delivery Manager (SDM)

Job Type: Permanent
Job Role: Technical
Job Location: Dubai
Job Posted on: Jan ‎29, ‎2021
Department: Managed Services
Qualification: B. E / Equivalent Qualifications
Experience:‎13 to ‎15 years
Reporting to: Head - Service Delivery
Responsibilities: The Delivery Consultant is responsible for:
* Experience in a role with strong working knowledge and understanding of NOC and Managed Service operations with in ITIL frameworks (Incident, Change and Problem Management)
* Service delivery assurance to ensure maximum service availability and performance to our customer's infrastructures we manage.
* Driving and implementing operations services strategy in order to achieve performance and quality in alignment with Global Services Standards.
* Monitoring customer satisfaction to modify working practices in line with a continuously evolving industry sector.
* Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues, and communicate this information to the engagement team.
* Experience of ITIL, ISO20K and ISO27K standards framework and implementation exposure.
* Building the subject matter expertise within the function and provide resources into approved projects whilst maintaining operational coverage and efficiency.
* Be responsible for career development and appraisals.
* Performing Data Center and/or System Consolidation/Relocations, including Migration Planning/Design, Communication, Coordination and Execution.
* Interacting with IT staff or vendors in performing complex testing, support and troubleshooting functions.
* Demonstrate an in-depth understanding of partner contract nuances to execute programs effectively.
* Ensure continual improvement in customer satisfaction, delivering higher value services and productivity

The roles definition breaks down into the following areas:
Operational Efficiency
* Manage day-to-day ‎24 /‎7 operations, in the area of desktops, infrastructure networks and applications to exceptional levels of service in excess of business expectations.
* Experience to understand and capture business and technical requirements.
* Operational management experience in dealing with internal and external customer communications
* A depth of knowledge and experience controlling variables such as time, scope, and risk management
* A strong understanding of monitoring and management tools, ITSM service desk tool, Security tool, Backup tool etc. which help to maintain ‎99.999% availability.
* Identifying and defining business case; defining project tasks and resource requirements; developing detailed project charter, project plan and service/infra transition plan depending on solution complexity, priorities and deliverables.
* Should be able to provide /prepare service delivery solution,
* Participates in client presentations and discussions to present the technical solution.
* Develop, implement and maintain a value-adding regime of key performance indicators (KPI 's)
* Provide an ongoing service improvement plan and align with individual's goals.
* Streamline process for on boarding customers and routine tasks.
* To establishing uniform processes and procedures is to ensure that the client gets the same experience from the onset of contact.
* To ensure that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery.
* Ensure transfer of knowledge to other staff to ensure the Customers systems are understood
* Hands on experience of Active Directory Window server ‎2003 to Window server ‎2012 R2
* Hands on experience on Windows Server ‎2008, ‎2012 Operations/Management/Active Directory administration/Backup Operation and Server Virtualization.
* Ensure that reports are accurate and delivered on time.
* Provide regular status reports and project information (Weekly/Monthly/Quarterly ) to the Management team including trends and statistics, overall health and metrics for each client

People Management
* Ability to set out a clear direction, inspire others and assume command
* Ability to self-manage and lead large teams
* Responsible for the timely and quality deliveries of the tasks assigned to the team
* Work as point of contact for all people related aspects with the stakeholders
* Ability to lead, collaborate, triage and make decisions in a fast paced, changing environment
* Help to ensure all employees are maximizing their potential

Education, Qualifications and Certification
* ITIL V3 Certified
* Graduate/Post-Graduate in Computer Science
* Minimum ‎3 years of proven data center experience in a 2nd / 3rd level support role
* Should have Project management skill

Skills and Abilities
* Able to communicate technical and business information to widely varied audiences.
* Self-confident and dedicated to providing a professional level of customer service.
* Highly organized, capable of handling multiple tasks simultaneously and meeting deadlines
* Should have excellent interpersonal skills to build and maintain productive lasting relationships, even in difficult situations, with diverse people spanning internal/external organizations.
* Passionate about current and future technologies
* Ability to self-manage and lead large teams
* Ability to work in flexible shifts

Business Acumen
* Excellent understanding of data center management
* Create realistic service delivery solution