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Service Delivery Manager – Infrastructure Services
Ref No.: 18-38057
Location: Lake Forest, Illinois
Position Type:Contract
Start Date: 06/01/2018

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:
o Architecture gap assessment studies
o Implementation of new technologies
o Consolidation/virtualization opportunities
o Reduce business impact of outages
o Cost savings through better solutions
o Enhance operational efficiencies
· Overall SLA management
· Overall Customer Satisfaction
· Overall employee satisfaction
· Escalation handling.