Service Delivery Manager, Senior Job in Astreya

Job Description

What this Job Entails:

The Service Delivery Senior Manager is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multitask, prioritize, communicate, and direct a very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy.

Scope:

• Establishes operational objectives and work plans and delegates assignments to subordinates.

• Reviews objectives of other managers to determine operational success.

• Involved in developing, modifying and executing company policies that affect immediate operations and may also have company-wide effect.

Your Main Duties and Responsibilities:

• Responsible for the management of global enterprise Network Engineering deployment services, ensuring that engineering projects across multiple client stakeholders are effectively delivered within budget and schedule at the highest level of quality.

• Coordinate and manage group-wide communications ensuring the overall project objectives are clear and visible to both colleagues and key stakeholders.

• Manage demand and capacity analysis to ensure profitable delivery of engineering services.

• Drive support resolution to meet or exceed Service Level Objectives (SLOs).

• Ensure accuracy and delivery of internal or client-facing reports (Key metrics, KPIs, SLOs attainment). This includes creation and agreement with the stakeholder, or the overarching governance framework and cadence for meetings.

• Be interlocked with the client to ensure there is a shared definition of success

• Drive recommendations to key stakeholders for improvements to baseline metrics in key performance areas of all programs.

• Ensure building and fostering of effective client relationships with all key stakeholders.

• Take ownership for all program delivery including resolution of complex issues and risks that have been escalated.

• Provide professional team management and coaching, including career progression and employee development and training to ensure successful program delivery, and skills development within teams for succession planning.

• Ensure workforce planning tools are in place for effective management of onboarding and offboarding and replacing of existing client support resources.

• Manage support and activities for operated and managed services including time tracking, reporting, creating Monthly Business Reviews (MBR), Quarterly Business Reviews (QBR) and Change Management.

Your Experience:

• Ability to balance the needs of the client, the business and the engineering team.

• Strong experience working in a managed services environment

• Excellent organization, communication, presentation, negotiation, influencing and stakeholder management skills.

• Project and operational risk management capability, and improvement recommendation skills.

• Solutions Driven vs. Problem Orientation.

• Strong awareness of technology trends within the IT industry.

• Understanding of the significance of IT infrastructure and/or application change in a large environment and familiarity with technology strategy and architectural concepts for technology direction.

• A track record of successfully delivering a range of complex, high profile technical projects.

• Proven track record of implementing & leading improvements in project lifecycle.

• Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries.

Minimum Qualifications:

• Demonstrated leadership ability and 10+ years experience in a management position within an IT / Engineering Operations environment ideally in an outsourcing capacity.

• Proven ability at making, meeting, and exceeding customer expectations, and heavy synergistic client interface experience.

• Proven experience with deep program governance and project improvement initiatives.

• Propensity to action and delivering efficiency and performance improvement programs.

• Highest level of integrity, energy to work in a fast-paced environment and flexibility.

• Proven track record in learning a business quickly and conceptualizing solutions to significantly improve business processes.

• Excellent communication skills with the ability to deal effectively with non-IT staff and all levels of employees.

• Successful Project Management experience.

• Hands-on skills with the latest network technology.

• Bachelor s degree in Business or a related field.

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers

What can Astreya offer you?

• Employment in the fast-growing IT space providing you with a variety of career options

• Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network

• Introduction to new ways of working and awesome technologies

• Career paths to help you establish where you want to go

• Focus on internal promotion and internal mobility - we love to build teams from within

• Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to upskill at your own pace

• Education Assistance

• Dedicated management to provide you with on point leadership and care

• Numerous on the job perks

• Market competitive compensation and insurance, health and wellness benefits

Additional Information