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Service Delivery Manager – Infrastructure Services
Ref No.: 18-38057
Location: Lake Forest, Illinois
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.