Service Delivery Manager

KDNI -Service Delivery Manager (SDM) - Consultant

Job Title: Service Delivery Manager (Consultant)

Function: Consulting / Advisory Enablement

Location: Bangalore / Pune

About the Practice

As part of The Global Advisory Technology & Enablement (GATE) Operations Team that works with its stakeholders on a broad range of business issues across Global Consulting and Global Deal Advisory. Our aim is to be regarded by the market as the best advisors, trusted by our clients, and the envy of our competitors. Our strategy is centered on our people. Our aim is to attract and retain the best by creating an environment where our people can learn, progress, be fulfilled, and successful in their chosen advisory career.

As Service Delivery Consultant (SDC) in the GATE Service Management and Operations team, you will be single point of contact for application and infrastructure support, coordinating planned and unplanned activities.  You will play a critical role in ensuring efficient and effective service delivery to customers. The SDC must manage the delivery of services as per service level agreements (SLAs), monitor performance, ensure compliance, and maintain up-to-date knowledge of industry best practices. Also collaborate with various teams and stakeholders to lead projects aimed at improving service quality. Additionally, the SDC must prepare regular reports for senior management and train their team on new processes, technologies, and industry trends to develop their skills and knowledge. Overall, the role of a Service Delivery Consultant is crucial in ensuring customer satisfaction, maintaining compliance, and continuously improving service performance in GATE Cloud Operations.

Essential job functions include:

• Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools. 
• Integrating existing support processes into new tool support. 
• Manages resources in a cost-effective, innovative manner including assisting subordinates in effective use of resources and tools. 
• Conduct regular governance meetings to review open issues and escalated support requests, answer questions, provide metrics on support and change requests, and escalate solutions to problems.
• Manages staff to ensure all duties are performed in an accurate and timely manner.
• Develops and implements department policies and procedures.
• Ensure deadlines and production schedules are met and reallocate workloads as necessary.
• Performs resource planning and allocation and supports direct reports in meeting work requirements.
• New development and implementation of business continuity plans and disaster recovery protocols for the organization, which included conducting IT audits.
• Manages team expenses within budget constraints and provides financial and quantitative information in support of group and company reporting and goals.
• Collaborate with cross-functional teams to diagnose and resolve system issues
• Assists in managing the computing environment to protect the production applications critical to the success of the business.
• Delivers an operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets.
• Assists other IT management team members to establish strategies and priorities for overall IT operations by analyzing and understanding the current and future IT operation needs.
• Follow established ITIL processes for managing incidents, tasks and requests for changes
• Identifies and recommends cost-saving and continuous improvement initiatives within the information processing area.
• Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements.
• Develops and maintains team standards and procedures that support departmental standards and procedures.
• Manages internal and external communications/escalations on issues.
• Understands processing environments for supported products and services.
• Encourages inter-team, inter-department, and inter-organizational team work to accomplish goals and objectives.
• Maintain comprehensive documentation for all processes, scripts, and configurations.
• Contribute to the development of best practices and standard operating procedures.

The Individual

• A minimum of 6-8 years of work experience in IT Service Industry. 
• Excellent communication and interpersonal skills to work closely with senior stakeholders. 
• Strong management, organizational, team building, coaching and mentoring skills
• Strong business skills, industry knowledge, financial management and planning skills, long-term vision, and executive presence
• Considerable knowledge of all operations lifecycle phases, e.g., requirements definition, risk management, implementation, deployment, maintenance
• Lead Cloud Service Delivery Operations and SLA Compliance 
• Knowledge of software development lifecycle (SDLC) methodologies and integrated controls
• Provide support for cloud services and escalate issues to engineering or vendor support as needed.
• Demonstrated leadership skills to guide and manage project teams. 
• Excellent organizational, problem-solving, and analytical skills. 
• Willing to support operations during late evening and night hours (5 PM – 2 AM) as per business requirements.

Expected skills

• Bachelor's degree or equivalent combination of education and experience. 
• Hands on with ITSM methodologies (ITIL) and Agile delivery. Ability to establish and report SLA, progress updates, Risks/Issues to client stakeholders.
• Exposure of creating/managing a Service Catalogue, Resource estimation, SOW preparation.
• Exposure to DevOps practices and CI/CD pipelines.
• Ability to Coach, Guide and Develop the teams in implementing ITSM standards and processes.
• Able to Build and maintain strong stakeholder relationships.
• ITIL V3/V4 certification, and in-depth experience of managed services lifecycle across phases
• Experience in leading projects in technology, consulting, or software development. 

Qualification

• Graduate Degree from a Tier 1 / Tier 2 institute. 

Experience Level

Senior Level