Infrastructure Service Delivery Manager

Job Description Position: Infrastructure Service Delivery Manager

Location: New Orleans LA or Dallas TX

Duration: FTE

• The onsite Service Delivery Manager will be working with the customer and offshore delivery team (PM and 25 people) to ensure the proper operation of the Data Center
• Ensure ITIL processes are implemented for success and consistency – good working knowledge of Incident, problem, change, release management processes.
• Understand pain points of offshore and work with them and customer and resolve them
• Ensure that reporting is done properly. Take active part there. Review reports before going to customer to ensure quality.
• Understand the customer requirements and pass on to offshore.
• Schedule weekly monthly and Quarterly reviews
• Make /suggest areas \of improvement and recommendations with offshore teams.
• Participate in critical issues and P1, P2 issues calls with customer and offshore teams. this may recur at odd hours too and on weekends but not regularly.
• Identify new areas for business/opportunities for Zensar and work with sales and presales team to encash them.
• This position will need to carry revenue targets
• Take care of offshore team and customer along with offshore PM and delivery heads.

Experience and Skills

• 10-15 years of experience in IT service industry with specialization in IT infrastructure management.
• 10 years of IT Service delivery & Project Management experience
• Knowledge of both theoretical and practical aspects of ITIL , IT Service Delivery & service transitioning
• Direct work experience in technical infrastructure management, capacity and vendor management.
• Proven experience in people management, risk management, and change management.
• knowledge of IT Infra structure management platforms like windows, Linux, Databases, storage etc
• Experience in managing Data center operations & IT Service Delivery
• Experience with working with offshore (India) based teams.
• Experience in working with multidisciplinary teams in IT infrastructure management.
• Manage and drive the technical discussions during the high priority issue calls with customers Stakeholder management
• Good communication skills
• Good experience with MS Project, Microsoft Excel, Visio, Word, Outlook, and SharePoint.
• Strong negotiation/facilitation skills with an ability to gain consensus.
• Excellent written and presentation skills and strong decision making skills.
• Ability to manage customer expectations throughout the project implementation and delivery process.
• Ability to work on teams in a lead and participative capacity with many different and diverse stakeholders.
• Formal knowledge of project management principles, processes, and tools.
• Bachelor’s degree in Computer Science, Information Systems Management, Engineering, or related degree

Thanks and Regards,

Madhavi Singh

Contact: (201)957-1000 - Ext. 405| | Fax: (201)221-8004