Virtual Networx is a leading provider of Business Consulting, Software Development, Systems Integration and Infrastructure Management Services founded by a team of TECHNOSAVVYs. Our team is passionate about customer success, our culture and work environment support that dedication. Together with our global network of partners, we are united in one goal: to help our customers achieve the outcomes that matter most to them.

We have the below mentioned opportunities with one of our clients, please apply if you are interested, we will call you back to discuss.

Role: Service Delivery Manager

Location: Boston, MA (Onsite) Locals

Duration: Long term

Experience: 12 Years

Mandatory Skills: Must have eCommerce background plus deep and practical knowledge of ITIL

Job Description:

• Participates in the Program roadmap, rollouts, strategic discussions with internal and customer stakeholders (as and when needed)
• Alignment with Program Director/Business Relationship Managers
• Maintain overall Program-level view with the current state/progress and achievements
• E-Commerce background will be advantage
• Review delivery accomplishments Budgeting preparation and controlling
• Enable additional support from other HCL CoE/Practices
• Track work progress and maintain relationship with other Partners / Vendors / Suppliers
• Oversee Delivery Quality and Customer Escalations
• Experience of managing large scale digital program (25 Team members)
• Ability to comprehend key digital technologies like Cloud, DevOps and e-Commerce.
• Strong experience in Retail Domain
• Build and maintain the right team to deliver the program/track.
• Identify and discuss any observed concerns with Scrum Master(SM)/Product Owner(PO) to assist the team in achieving successful delivery of iteration/PI objectives.
• Ensure compliance and reporting as defined for the track (in the long term it will come out of JIRA). Raise queries with respective SMs if issues found.
• Advance view of potential risks/escalations and work with SM/PO on Root Cause Analysis, define corrective action and/or remediation/mitigation as appropriate.
• Experience in organizational initiatives
• Value Creation/OCM/CSAT
• Identify learning needs to upskill the team's capabilities.
• Management of service delivery performance and compliance through agreed metrics and Service levels
• Commercially astute with strong negotiation and management skills to deliver supplier performance.
• Ability to communicate effectively across a complex and diverse group of stakeholders.
• Deep and practical ITILv3 knowledge and experience
• Ability and flexibility to work in a virtual environment across multiple time zones.
• Flexibility to work non-standard hours in supporting global production systems.

Regards'

Virtual Networx Inc