Senior Service Delivery Manager

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:

1. Build and maintain positive relationships with clients.
2. Communicate effectively with clients regarding service delivery, incidents, and projects.
3. Gather client feedback and identify opportunities for service improvement.

Service Delivery Management:

1. Ensure the seamless delivery of network and security services according to agreed-upon SLAs.
2. Manage and optimize the performance of security infrastructure (e.g., Lan/WAN, Wireless Services, Perimeter Security Services, intrusion detection systems).
3. Oversee the implementation and maintenance of security policies and procedures.
4. Coordinate with internal teams (e.g., infrastructure, operations, security) and external vendors to ensure smooth service delivery.
5. Track key performance indicators (KPIs) and metrics related to service delivery.

Team Leadership and Development:

1. Provide guidance and support to team members.
2. Foster a collaborative and high-performing team environment.
3. Identify training needs and facilitate professional development opportunities.

Project Management:

1. Lead and manage Network and security-related projects from initiation to completion.
2. Ensure projects are delivered on time, within budget, and meet quality standards.
3. Manage project risks and issues, escalating as needed.

Incident and Problem Management:

1. Act as a point of contact for security incidents and service disruptions.
2. Coordinate incident response activities, ensuring timely resolution and communication.
3. Conduct root cause analysis (RCA) to prevent future incidents.

Continuous Improvement:

1. Identify areas for service improvement and develop initiatives to enhance efficiency and effectiveness.
2. Stay up-to-date with industry trends, emerging technologies, and best practices.
3. Implement process improvements and automation to optimize service delivery.