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Service Delivery Manager – Infrastructure Services
Ref No.: 18-36889
Location: dallas, Texas
Start Date: 05/29/2018
 
Service Delivery Manager – Infrastructure Services

Multiple Locations: Dallas, TX
Long Term
 
 
 
Professional Experience:
                                   
                                         
Overall 12 or more years of IT Exp. out of which at least 8+ years of IT Infrastructure Operations/ Datacenter Operations & Management                
Strong Techno-Commercial/ Business Orientation and Cost Sensitive with ability to balance decisions between Automation/ People & Infrastructure Availability.          
Strong Leadership/ Team Building/ Decision Making attribute                              
Demonstrated success in creating a delivery organization using Enterprise Network Systems Management Tools & managing it either for a F-500 company or for a leading IT Service Company    
Expertise in Defining Process and ensure the implementation within the Service Delivery Organization; exposure to ITIL Best Practices is necessary            
Datacenter Migration/Consolidation experience is a mandatory requirement                          
 
Technology appreciation in the areas of:
                                 
OS – Windows, Unix                                      
Hardware platform - Physical Servers (Dell/Client), Nutanix Hyperconverged Platform, Backup                      
Virtualization technologies - VMware, Acropolis Hypervisor (AHV), Hyper-V                          
Cloud – Azure/AWS                                      
Storage Technology - All flash/SSD solution, SAS/NL-SAS drives, Storage processor, IOPS, etc.                      
Enterprise Management Tools  - SNOW/Remedy/Client                              
Networks – LAN, WAN                                    
Available on 24 x 7 basis in the event of emergencies and should be contactable after office hours                      
Strong presentation skills                                    
                                 
                                         
Key responsibilities:                                    
 P&L responsibility-Contracted and new business from existing customers                          
                                         
Enabling smooth transition of new accounts                                
Customer retention through creation of stickiness.                              
Expansion of services to fill all gamut's of infrastructure-increase breadth.                          
Increase penetration into these accounts across all existing services-increase Depth.                        
Focus on project opportunities and transformation initiatives                            
ITIL process definitions and implementation                                
Automation in service delivery                                  
Creation of reusable service and process components                              
Resource management, Utilization, Billing & Management reporting                                    
Conduct regular in depth service and process audits.                              
Employee retention, motivation and training                                
Value add to customer-YOY by working closely with the Transformation and Consulting group for:                      
·         Architecture gap assessment studies                                  
·         Implementation of new technologies                                  
·         Consolidation/virtualization opportunities                                
·         Reduce business impact of outages                                  
·         Cost savings through better solutions                                  
·         Enhance operational efficiencies                                  
Overall SLA management                                    
Overall Customer Satisfaction                                  
Overall employee satisfaction                                  
Escalation handling.