What are the responsibilities and job description for the Sr Service Delivery Manager(SDM) position at Iron Systems, Inc?
Job Responsibilities
- Best practices, work instructions, processes, tools & ensuring high quality and timely deliveries.
- Network performance assessment, audits, deployment/implementation/testing projects
- Strong analytical skills and coordination with cross-functional teams.
- Project forecasting, Planning, and Effective managing of the project team for successful project delivery with the highest customer satisfaction
- Manage a large team to provide single point ownership for the service delivery in the area of infrastructure delivery management services.
- People, performance & vendor management.
- Oversee the safety of the team and implement a safe working environment & practices.
- Flexibility working in shift hours.
- Work on new projects, RFP, SOW, transition, and go-live support.
- Prepare and update documents like SOP, MOP, swimline process diagrams, etc.
- Adhere to ITIL standards and establish & implement effective programs and processes.
- Build a strong relationship with customer and other stakeholders
- Best practices, work instructions, processes, tools & ensuring high quality and timely deliveries.
- Work during USA-PST time zone
- Global customer handling and stakeholder engagement experience
- Global team management and customer
- Maintain awareness of new and emerging wireless technologies and their potential application on client engagements.
- Software or hardware design process, testing, and product life cycle management.
- Cloud, networking, and server system technologies.
- Asset management.
- Forward and reverse logistics (RMA/Returns).
- Enterprise infrastructure project planning, release management, and help desk.
- Vendor compliance management & program governance via KPI metrics.
- Project transition, staging management, and service helpdesk management.
- Best practices, work instructions, processes, tools, and timely deliveries with a proactive approach towards resolutions.
- Strategy and synergy—identify the right resource & new delivery methodology.
- Effective decision-making and excellent written and verbal communication.
- Gather, analyze, and define business requirements; create global metrics, trends, charts, etc.
- Establish & implement effective programs and processes.
- Good in communication, presentation, interpersonal skills, and stakeholder engagement.
- Datacenter-related project management experience.
- Bachelor's in information technology or equivalent.
- PMP, Six Sigma, ITIL, or CTPM certification or equivalent.
- Agile project manager, scrum master, or equivalent.
- Cloud technology, CCNA, or JNCIA certification or equivalent.
- 15 years of experience in enterprise IT infrastructure, data center infrastructure, the telecom industry, or equivalent.
- 10 years of experience leading global project managers and engineering teams, delivering business value using technology solutions in the high-tech operations space.
- 4 years of experience managed services / SLA-based deliverables