Blusapphire - Senior Service Delivery Manager

Responsibilities:

Service Management (Pre & Post Sale Deployments):

- Planning, Managing & Executing overall product deployment activity while liaising with client/ partner

delivery/ execution partner.

- Developing a deep understanding of activity(s) stream & gain insights into the scope of service delivery

- 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/ RCA.

- Ensuring that systems, procedures, and methodologies are in place to support outstanding delivery per agreed contracts & within agreed FTE allocation cost streams.

- Taking accountability for service delivery performance, meeting customer expectations, and driving future demand

- Analyzing third-party as well as internal processes, and creating strategies for delivery optimization

Performance and Quality Management:

- Recommending methods of improvement and seeing that actions are implemented on time for service delivery upgrades

- Generate MIS for overall service delivery standpoint.

- Leading & managing staffing, including staff recruitment, performance assessment, training, and mentoring of resources tagged to product deployment activity.

- Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments

Requirements :

Technical:

- Lead projects/ delivery of Infrastructure (Data Centre & Cloud Deployment/ Management is necessary)

- Leading projects around cybersecurity product deployment is an added advantage

- Should be well versed with technical change management process & connect to overall scheme of things on client/ partner end to emphasize & lead accordingly for success.

Overall, Skills:

- Proficiency in leading both physical and virtual teams

- Experience in dealing with third party-provided services

- Operational ability in a diverse, large-scale environment

- Exceptional customer-facing skills

- In-depth knowledge of escalation procedures, incident management, change management & other disciplines related to service delivery

- Mastery on ITIL (Information Technology Infrastructure Library) principles

- Expertise in people management and leadership

- Strong organizational skills

- Capacity to train and guide junior team members in a high pressure 18/5 deployment window.

- Ability to manage and prioritize tasks efficiently

- Solid resource planning and problem management

- Excellent verbal and written communication skills