Stratogent - Manager - Service Delivery

We are looking for Service Delivery Manager(s) with experience range between 10 to 13 years, with a solid customer interfacing, project management skills, technical, team leadership and ability to communicate well in both verbal and written form. The primary responsibility is to manage service delivery (operational, project, escalation) for a set of customers utilizing the technical team working in shifts, and coordinate the day to day work along with new projects.

Location: Bangalore

Relevant Experience 10 years in IT infrastructure of which 2 plus years directly working with customer and should have worked 2-3 years with current organization.

Educational Qualification: Full time B.E./B.Tech/M.E./M.Tech/MBA preferred but other graduates may also apply

Job Responsibilities:

- Customer Interaction: This is primarily an outbound role i.e. activities you will be responsible for will directly involve customers or a representative at our US office, and is communication heavy rather than troubleshooting or task execution. You will be attending scheduled conference calls with customers and US counterparts for regular work planning and projects. Sometimes you will be the primary driver of these meetings and will be responsible for coming up with the proper agenda items and lead the conversation, prepare and circulate minutes of meeting. You will be responsible for effective relationship with customer representatives

- Project Management: Prepare project plan and customize templates per the technologies and customer specifics. Responsible for taking a project work breakdown structure and turn into a professional project plan with resource assignments, dependencies, milestones, critical path identification, cost estimation and optimization etc. You will also be responsible for keeping the projects running in parallel with day to day operations, ensuring resourcing is done and completion dates are feasible. Does time and cost accounting for projects and submits time-sheets to accounts for invoicing project work

- Process Leadership: You will be responsible for service level agreement (SLA) adherence and reporting to customer and Stratogent management on regular and frequent basis. Highlight the delivery issue to higher ups, work with leads and managers to improvise the process for better and effective delivery

Cost and Quality: You are required to track and report the quality of deliverable and work with Leads and Managers for improvement of the same. You will also be tracking and reporting the resource utilization, cost of delivery and projects for the set of customers

Must-have Skills:

- Must have a technical background, with prior hands-on experience of system administration

- Must have service mindset and empathy. Must deal with a level of ambiguity, chaos and apparent stubbornness from customers, and manage around it by thinking through the issue or request from the customer's perspective to drive to a reasonable conclusion

- Must have prior experience on Project Management and ITIL process knowledge

- Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers and colleagues

Good-to-have-skills:

- Prior experience working at an ISP/Managed Services/IT Services company is preferred, and a background in dealing with global teams and remote teams will be a strong plus

- Certification in PMP and ITIL will be a strong plus

- A strong plus would be breadth of technical experience i.e. candidate has done enough in Linux, exchange, VMware, cloud, networking, storage, backups etc.

This position requires you to work in rotational shift. The selection process has 3 online tests. If your skills and interest matches and are willing to work in rotational shift, please send below information:

1. Resume

2. Total IT experience

3. Highest Full time educational degree

4. Current CTC

5. Expected CTC