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Service Delivery Manager
Ref No.: 18-39934
Location: Lucknow, Uttar Pradesh
Start Date: 06/08/2018
 Job Details:
 
  • You the primary contact person responsible for all IT infrastructure Network Services of Wipro to Customer.
  • All the work delivered across the various Network services and the technical teams & their leads would report to you and would be accountable for the Network service Trower SLA Assurance, Service quality, KPI's and Compliance.
  • Will be responsible for all services delivered at various locations of customer across the Globe
  • Responsible for planning and delivery - Delivery quality compliance, resource economic utilization and customer satisfaction
  • Responsible for meeting financial objectives of the account, responsible to mine the account in concerned account, improve key parameters in the account to improve margins
  • Responsible for relationship building with Customer Service delivery manager, Service line manager, Project Managers and key stakeholders within the account and responsible for customer satisfaction for Network tower
  • Responsible for people processes in Network tower - employee attrition rate, people development and engagement
  • Should effectively collaborate with Onsite, offshore teams and OEM's
  • Good articulation and people management skills.  Should have experience in engagement with top executives at customer
  • Setup appropriate delivery structure (Project, People & Process) for enabling delivery in reasonably complex to very complex projects/programs
  • Manage escalations on delivery issues with Customer and internal, stakeholders 
  • Assess risks in advance and mitigate to ensure on time delivery, CSAT and ESAT
  • Planning program/project reviews with appropriate frequency
 
 
  Knowledge - Must Have:
  • Knowledge of Networking technologies, MPLS, Routing & Switching, QoS, Cisco networking products, cisco prime, Client tools and products and their respective applications
  • Total knowledge of delivery management, various delivery models etc., Understands the Delivery cycle well
  • Exposure large transformation programs and vendor management.
  • Awareness of global industry trends and directions and its impact on IT services
  • Responsible for Infrastructure automation, Process adherence, RCA's and Hygiene of DC environment
  • Manage resource fulfilment and staffing
  • Knowledge of Wipro and Customer compliance norms
  • Knowledge of quality parameters, SLR, SLA and KPI
  • Awareness of MSA contract clause, regulatory points and commercial nuances 
 
  Experience - Must Have:
  • Infrastructure and Network Operations background
  • SLA and contract management
  • Managing 24/7 large global operations
  • Handling a large team to the size of 100+ people in multiple Geos.
  • Solutioning, experience of managed services
 
  Behavioral Skills & Attributes:
  • Client Centricity and Communication skills 
  • Execution Excellence
  • Problem Solver & good at Decision Making
  • Collaborative Working
  • Passion for Results
  • Nurturing People