Position Overview:

 We are seeking a highly skilled and experienced Service Delivery Manager to oversee our managed services operations, with a focus on Unix and storage technologies. The ideal candidate will possess in-depth knowledge of Unix systems, storage solutions, and managed services, along with excellent leadership and communication skills. The Service Delivery Manager will be responsible for ensuring the successful delivery of services to our clients, managing service level agreements (SLAs), and fostering strong client relationships.

Key Responsibilities:

Service Delivery Management:

• Lead and manage the delivery of managed services, ensuring adherence to SLAs, KPIs, and customer satisfaction goals.
• Responsible for multiple Customers and projects.
• Monitor service performance and implement strategies for continuous improvement.
• Collaborate with cross-functional teams to ensure seamless service delivery.

Technical Expertise:

• Possess deep technical knowledge of Unix systems, storage solutions, and related technologies.
• Provide technical guidance and support to the service delivery team.
• Stay updated on industry trends and emerging technologies in Unix and storage domains.

Client Relationship Management:

• Develop and maintain strong relationships with clients, acting as the primary point of contact for service-related issues and escalations.
• Conduct regular client meetings to review service performance, address concerns, and identify opportunities for improvement.

Team Leadership:

• Lead, mentor, and motivate the service delivery team, fostering a collaborative and productive work environment.
• Plan and utilize the resources. Good in upskilling of the internal resources.
• Conduct performance reviews, set performance goals, and provide regular feedback to team members.

Service Improvement Initiatives:

• Identify areas for service improvement and develop strategies to enhance service quality and efficiency.
• Work closely with technical teams to implement process improvements and automation where applicable.

Reporting and Analysis:

• Prepare and present regular reports to stakeholders, detailing service performance metrics, trends, and areas of improvement.
• Analyze data to make informed decisions and optimize service delivery processes.

Compliance and Risk Management:

• Ensure compliance with relevant industry standards, regulations, and security policies.
• Mitigate risks by proactively identifying potential issues and implementing preventive measures.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree is a plus.
• Minimum of X years of experience in service delivery management, specifically in managed services, Unix systems, and storage technologies.
• Strong technical background with expertise in Unix/Linux operating systems and storage solutions (e.g., SAN, NAS).
• Proven track record of successfully managing client relationships and delivering high-quality services.
• Excellent leadership, communication, and interpersonal skills.
• IT certifications related to Unix systems and storage technologies are desirable.
• Project management certifications (e.g., PMP) would be an advantage.