Black And White Business Solutions is seeking a highly experienced Infrastructure Service Delivery Manager. This leadership role requires extensive experience in infrastructure service delivery and team leadership. The ideal candidate will be responsible for ensuring adherence to SLA commitments, driving service improvement plans, optimizing resource utilization, and fostering strong stakeholder relationships. You will lead technical teams and play a pivotal role in managing critical incidents and driving transformational initiatives within our IT infrastructure.

Required Skills and Qualifications

Infrastructure Service Delivery Experience: 12+ years of comprehensive experience in managing and overseeing IT infrastructure service delivery.
Leadership Experience: 5+ years of experience in leading teams dedicated to Infrastructure Services Delivery.
SOW & SLA Management: Proven ability to deliver services per Statement of Work (SOW) commitments and actively plan for Service Level Agreement (SLA) improvement.
Incident/Problem & Change Management Analysis: Expertise in analyzing Incident, Problem, and Change tickets to identify trends, root causes, and areas for improvement.
Issue & Risk Management: Strong capability to track open issues and risks, driving them to successful closure.
Improvement Plan Management: Ability to launch and drive Improvement Plans for various project enhancements related to processes, tools, and automation.
Optimization Plan Drive: Demonstrated ability to drive Optimization Plans as per project requirements and expectations.
Availability, Scalability & Capacity Planning: Knowledge and experience in planning for the availability, scalability, and capacity of project resources, incorporating appropriate Change Controls.
Operationalizing Knowledge: Familiarity with operationalizing policies, procedures, Management Information Systems (MIS), Forecasting, and Scheduling techniques.
Team Development: Proven ability to recruit, train, and develop technical and supervisory personnel, fostering a high-performing team.
Project Execution: Capability to plan and execute in-flight projects as per project requirements.
Leadership Attributes: Possess strong Leadership, Team Building, and Decision-Making attributes.
Delivery/Run Organization Management: Demonstrated success in managing a delivery/run organization for a leading IT client.
ITIL Best Practices: Exposure to ITIL Best Practices is necessary, indicating familiarity with IT Service Management frameworks.
Stakeholder Management: Strong skills in managing and communicating effectively with various stakeholders.
Technology Awareness:
Windows: Expertise in Patching processes, OS Troubleshooting, VM Installation, and O365 Installation & Troubleshooting.
Unix: Knowledge of Patching processes and familiarity with RedHat Linux.
Network: Understanding of Data & Voice networks, Firewall security devices, Wireless & Controllers, and Network OS upgrade processes.
Storage: Experience with CommVault or NetApp Storage, Hitachi, and Storage policies.
Database: Familiarity with any of the key databases such as SQL, DB2, or Teradata.

Key Responsibilities

Service Delivery as per the contracted SLA: Ensuring services are delivered in full adherence to agreed-upon Service Level Agreements; actively involved in creating, defining, and maintaining these SLAs with the client.
Manage Critical Incidents: Taking ownership of Critical Incidents and driving them to immediate closures with necessary interventions and escalations.
Regular Analysis of Tickets: Conducting regular analysis of incident, problem, and change tickets. Deriving and driving Service Improvement Plans (SIPs) focused on process enhancements, tool optimization, and automation initiatives.
Review Availability, Scalability & Capacity Planning: Periodically reviewing and strategizing on the availability, scalability, and capacity planning of project resources to meet current and future demands.
Effective Customer & Stakeholder Management: Building and maintaining strong relationships with customers and stakeholders, ensuring customer retention and driving expansion of services through delivery excellence.
Build, Lead, Coach and Develop Technical Teams: Leading, coaching, and developing technical teams including Service Desk, Monitoring, and Operations teams. Actively participating in necessary technical discussions and guiding teams to achieve operational excellence.
Review SOPs and Technical Documents: Ensuring Standard Operating Procedures (SOPs) and technical documentation are up-to-date, accurate, and followed.
Meet Organizational Performance Metrics: Adhering to organizational performance matrices as per applicable policies and standards.
Perform & Participate in Quality & Risk Audits: Actively participating in and performing various quality and risk audits to ensure compliance with applicable regulations and internal standards.
Proactively Managing New Hires: Overseeing the onboarding and integration of new team members, ensuring their smooth transition and productivity.
Ensure KB Articles Creation: Ensuring Knowledge Base (KB) articles are created and updated regularly to facilitate smooth team functioning and knowledge sharing.
Focus on Project Opportunities and Transformation Initiatives: Identifying and pursuing project opportunities and leading transformation initiatives to enhance service delivery and operational efficiency.
ITIL Process Definitions and Implementation: Driving the definition and implementation of ITIL processes to streamline IT service management.
Resource Management: Overseeing Resource Management, Utilization, Billing & Management, and providing comprehensive Project Status Reporting.

Qualification

Any Graduate or Above

CTC Range

25 to 35 LPA

Notice Period

Currently serving / 15 days to Immediate

Contact: Sana F Staffing Analyst - IT Recruiter Black and White Business Solutions Pvt Ltd Bangalore, Karnataka, INDIA Email: [HIDDEN TEXT] | Website: www.blackwhite.in Direct Number: +91 8067432462

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