Experience:

Overall of 15 to 18 years in IT Industry with a minimum of 8 years of relevant experience in IT Infrastructure and Managed services with at least 4 years in managing mid to large enterprise accounts based in Americas or EMEA

Key Responsibilities:

• Client Relationship Management: Build and maintain strong relationships with enterprise clients based in Americas and EMEA, understanding their business objectives and aligning our services to meet their needs.
• Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates.
• Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness.
• Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and collaborative approach to service delivery.
• Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work environment.
• Performance Monitoring and Reporting: Implement and manage performance monitoring tools and processes to track service delivery metrics.
• Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement.
• Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery.
• Implement best practices and lessons learned to enhance the overall quality and efficiency of Enterprise Managed Services.

Technical Requirement :

• Excellent knowledge & understanding of ITSM systems like ServiceNow, JIRA, BMC, or Zendesk etc.
• Excellent knowledge & understanding of Remote infrastructure monitoring technologies like Kaseya, ConnectWise, Nable, SolarWinds or Manage Engine etc.
• Well versed with Industry best practices for Infrastructure Management & must fully understand concepts like:
• Performance Management
• Capacity Management
• Network Management
• Backup & Disaster Recovery/ROP/RTO
• High Availability & Clustering etc.
• Extensive knowledge & understanding & IT Infrastructure & Cloud technologies like:
• Virtualization/VMware/HyperV
• Storage/NAS/SAN
• Firewall/Switches/Routers/Access Points
• Windows & Linux Server Operating Systems
• Microsoft 365
• Azure/AWS
• Must have good understanding of Security protocols & Holistic approach of security in an IT Infrastructure:
• Edge Security
• Network Security (IPS/IDS)
• End Point Security/EDR/MDR/XDR
• Email Security
• Web Security
• Phishing Aware Workforce etc.
• Proven experience in a Service Delivery Manager or similar role, preferably in the IT or managed services industry.
• Strong understanding of enterprise IT infrastructure and cloud technologies & must be able to troubleshoot & support the team in critical scenarios.
• Exceptional communication and interpersonal skills.
• Demonstrated ability to lead and inspire cross-functional teams.
• Analytical mindset with a focus on data-driven decision-making.
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Collaborate with internal and external project managers to define, prioritize, and develop projects.

• Support project planning, including establishing deadlines, prioritizing tasks, and assigning project team members to different deliveries. Ensure regular communication with stakeholders.
• Manage risks (financial, human, technical): anticipation, identification, implementation of corrective actions
• Collaborate with team leads and project members on project-related initiatives, meeting regularly to review project status, identify issues, work to resolve them, and maintain project plans.
• Monitor progress against plans and schedules, identify and resolve issues, and update project plans as needed.
• Evaluate projects to ensure they meet firm standards, adhere to budgets and strategy, and meet deadlines.
• Analyze project performance by defining KPIs and developing reports. Analysis of financial data, including project budgets, risks, and resource allocation.

Educational Qualifications:

• Bachelor's degree or higher in a relevant field; advanced degree or certifications (e.g., ITIL, PMP) is a plus.

Other key requirements:

• Ability to work is rotational shift & depending on business needs.
• Prior work experience in MNC & matrix organization.