Title: Service Delivery Manager, Cloud & Managed Services

Location: Gurgaon

Timings: 5:30pm-2:30am IST

This customer-facing position represents GIOculusIT to external customers with primary responsibilities for all contractual and financial aspects for each assigned account. Primary objectives are customer satisfaction and retention and financial profitability for GIOculusIT.

YOUR TASKS

Ensure achievement of the SLA metrics, service KPI's and customer satisfaction

Interfaces with customer resources to address any contractual questions or concerns

Consult with GIOculusIT Management to develop strategic and tactical plans for the account

Lead weekly, monthly, or quarterly customer meetings as needed

Create financially and technically complete and profitable supplemental proposals for additional services provided to customers

Support the sales team in pre-sales activities

Renew existing customer contracts

Establish governance model to ensure success

OUR EXPECTATIONS

Skills and Knowledge

Ability to direct and coordinate efforts and actions across different functional service lines within the service unit to provide services as contracted by customer

Exceptional verbal and written communications skills; expertise in setting and managing customer expectations

Strong teamwork and interpersonal skills at all management levels

Understanding of how to leverage GIOculusIT capabilities to increase business

Experience in all or some of the following technologies, AWS, Oracle, Web, client/server, databases, network, telecommunication, storage, high availability and disaster recovery, job scheduling, asset management, lease management, software distribution and help desk services

Demonstrated understanding of operations best practices, including performance measurement, capacity planning, and all aspects of operational processes

Strong knowledge and understanding of business needs, with the ability to establish and maintain a high level of customer trust and confidence

Vendor negotiation and contract management experience

Qualifications

Minimum of 10 years- experience in several Information Technology fields (Servers, Databases, Network, etc)

Minimum of 3 years- experience in customer management roles or equivalent

Three to five years of demonstrated technical management/supervisory experience in systems operations, most of the following occurred:

(1) demonstrated competency in strategic reasoning and leadership with strong abilities in relationship management

(2) demonstrated experience in financial management in the areas of budget, cost control and cost reduction measures

(3) demonstrated leadership of multi-discipline, high- performance work teams / groups whether local based or international

(4) experienced in working with customers to develop solutions to complex business problems

Bachelor's Degree in Computer Science or related discipline with an information technology focus, or equivalent technical training; advanced degree preferred

Best practices experience or certification desired (ISO, ITIL, COBIT, Six Sigma)

Proven written and oral communications and presentation skills

Demonstrated experience in working with technology related external vendors

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