Service Delivery Manager

Our Company 

 We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.  

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.  We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

 What you bring to the team

Role: Service Delivery Manager

Work Location: Hyderabad

Job Description:

The Infrastructure Service Delivery Manager in this role plays a pivotal role in overseeing the planning, implementation, and maintenance of the organization's IT infrastructure, with a specific focus on managing backup domains and ensuring a seamless, customer-facing experience. This position involves deliver and maintain IT services, ensuring they meet the organization's requirements and align with customer expectations.

Key Responsibilities:

1. Service Delivery Management:
• Oversee end-to-end service delivery for IT infrastructure services, with a particular emphasis on backup domains.
• Ensure service levels, performance metrics, and customer satisfaction goals are achieved for both internal and external customers.

2. Backup Domain Management:
• Lead and manage the backup and disaster recovery strategy, ensuring data integrity, availability, and compliance.
• Implement and maintain backup solutions, regularly testing and optimizing the backup and recovery processes.

3. Customer-Facing Responsibilities:
• Act as a primary point of contact for customers regarding IT infrastructure services.
• Understand customer needs, address concerns, and work towards enhancing the overall customer experience.

4. Team Leadership:
• Provide guidance, coaching, and support to team members, ensuring a customer-centric approach.

5. Project Management:
• Plan and execute IT infrastructure projects related to backup
• Collaborate with other departments and stakeholders to integrate IT projects with overall business and customer objectives.

6. Incident and Problem Management:
• Implement proactive measures to prevent recurring problems and improve overall system reliability.

7. Vendor Management:
• Collaborate with vendors and third-party service providers to ensure the delivery of high-quality backup and customer-facing services.
• Negotiate contracts and agreements to optimize costs and service levels.

8. Security and Compliance:
• Ensure IT infrastructure, particularly in the backup domain, complies with security policies, regulations, and industry best practices.
• Implement and monitor security measures to safeguard the organization's and customers' data.

9. Continuous Improvement:
• Identify opportunities for process improvement and efficiency gains within the IT infrastructure service delivery, with a focus on customer satisfaction.
• Implement best practices and industry standards to enhance backup processes and overall service quality.

Qualifications and Skills:

• Bachelor’s degree in information technology, Computer Science, or a related field. Master's degree is a plus.
• Proven experience in IT infrastructure management, with a focus on backup and customer-facing services.
• Strong Customer Management skills.
• Excellent project management skills.
• In-depth knowledge of backup and disaster recovery solutions.
• Familiarity with customer service principles and practices.
• Strong communication and interpersonal skills.
• Problem-solving and analytical abilities.
• Relevant certifications (e.g., ITIL, PMP) are desirable.

About us

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into datadriven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential

 

#LI-RN1

 

Championing diversity, equity, and inclusion   

Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.   

How we look after you  

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.   

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.

Experience Level

Mid Level