What are the responsibilities and job description for the Senior Service Delivery Manager position at KTek Resourcing?
Service Delivery Manager (Infra Security and Network)
Location: Portland, OR (Onsite)
Contract: 6-12 months
Client: HCL America
USC, GC and GC Ead only
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Requirement:
- Min 10-12 years of experience in Service Delivery
- Network and Security Service Delivery Manager oversees the delivery of network and security services, ensuring they align with business needs and service level agreements (SLAs).
- This role involves managing Customer Expectation, Regular Operations, projects deliverables, handling Major incidents, and driving service improvements.
- Effective communication, technical expertise, and strong leadership skills are crucial for success.
Client Relationship Management:
- Build and maintain positive relationships with clients.
- Communicate effectively with clients regarding service delivery, incidents, and projects.
- Gather client feedback and identify opportunities for service improvement.
Service Delivery Management:
- Ensure the seamless delivery of network and security services according to agreed-upon SLAs.
- Manage and optimize the performance of security infrastructure (e.g., Lan/WAN, Wireless Services, Perimeter Security Services, intrusion detection systems).
- Oversee the implementation and maintenance of security policies and procedures.
- Coordinate with internal teams (e.g., infrastructure, operations, security) and external vendors to ensure smooth service delivery.
- Track key performance indicators (KPIs) and metrics related to service delivery.
Team Leadership and Development:
- Provide guidance and support to team members.
- Foster a collaborative and high-performing team environment.
- Identify training needs and facilitate professional development opportunities.
Project Management:
- Lead and manage Network and security-related projects from initiation to completion.
- Ensure projects are delivered on time, within budget, and meet quality standards.
- Manage project risks and issues, escalating as needed.
Incident and Problem Management:
- Act as a point of contact for security incidents and service disruptions.
- Coordinate incident response activities, ensuring timely resolution and communication.
- Conduct root cause analysis (RCA) to prevent future incidents.
Continuous Improvement:
- Identify areas for service improvement and develop initiatives to enhance efficiency and effectiveness.
- Stay up-to-date with industry trends, emerging technologies, and best practices.
- Implement process improvements and automation to optimize service delivery.