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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.