Role: Service Delivery Management

Here's how you'll contribute:

    You'll do this by:

    Core Skills: cloud infrastructure and security services

    Desired Skills: cloud infrastructure and security services

How we’d like you to lead:

Roles and Responsibilities. 

Service Delivery Management –

•       Oversee the end-to-end delivery of cloud infrastructure and security services to ensure alignment with client requirements and organizational goals

•       Ensure the delivery of services meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).

•       Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within budget. 

•       Manage client escalations, ensuring that issues are resolved promptly and to the client's satisfaction.

•        Identify opportunities for account growth and work closely with sales and account management teams to capitalize on them

•       Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes

•       Anticipate details of transformation deals and opportunities by communicating directly with customers and staying informed of relevant trends and industry news/Account mining.

•       Experience handling vendors from a reporting, Procurement, and service management perspective

Financial Management: 

•       Monitor financial performance, ensuring that delivery costs are within budget and profit margins are maintained.

•        Identify and implement cost-saving initiatives without compromising service quality.

•       Handle all Invoicing matters for Project activities and co-ordinate between Finance team and customer

Continuous Improvement – 

•       Stay up to date with the latest trends, technologies, and best practices in cloud computing and cybersecurity.

•        Identify opportunities for innovation and work with the technical teams to implement new solutions that enhance service delivery.

•        Foster a culture of innovation within the delivery team, encouraging the exploration of new tools, techniques, and approaches.

•       Drive Automation across the accounts. 

Analytics:

•       Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security.

•        Analyze service delivery data to identify trends, issues, and opportunities for improvement

Technical

•       Must have Executed cloud, Security and data centre infrastructure projects covering all stacks starting from perimeter network, multi-cloud, Virtualization stack, server stack, office 365, Cloud migration, BCP & DR, DevOps backup & recovery projects

•       Proven, good knowledge of Cloud, data centre & security infrastructure technologies (VMware, Checkpoint, F5, Palo Alto, Extreme)

•       Understanding of the latest Cloud, data centre security & cybersecurity technology

•       Must have executed large transformational deals which involved data centre migration/Consolidation, End-user services transformation

Education / Qualifications 

•       Preferably ITSM/SIAM certified

Experience 

•       Proven 18 to 20 years of experience in managing Cloud, Infrastructure, security operations and projects/programs in the infrastructure space