The role of Assistant IT Manager Service Delivery Manager oversees the infrastructure Service Delivery in their local region and/or country together in close coordination with Global IT functions like IT Infrastructure, IT Security or Solution Delivery.
Ensures a reliable and efficient IT infrastructure Service delivery towards the regional and local business based on Global IT infrastructure Service definitions including related standards, SLA and KPIs; to act as a bridge between local and regional business functions and its requirements while acting in collaboration with local / regional management especially and not only related to IT infrastructure services in respective region.
Key Responsibilities
- Ensures that the local / Global business stakeholders are well informed about the project and operations. Responsible for contract Management, reliable operations of local IT infrastructure Systems and services, local vendor Management and local compliance management
- Actively support, contribute and participate in the Global IT Services Delivery team, drive toward Global standards and ensure local requirements are captured and delivered, support cross-regional collaboration.
- Manage and oversee local infrastructure, including IT related facilities and legacy systems.
- Supports Day-to-Day IT operation across Olympus India sites, warehouse and offices within the region.
- Support the development and implementation of roadmap to standardize local IT services in alignment with Global strategies.
- Supports local IT Projects like office moves, office changes, or other similar needs in alignment with Global IT requirements.
- Ensure that local IT compliance requirements are understood, communicated and delivered
- Support local and regional IT vendor and partner management, ensuring SLAs and contractual obligations are met.
- Identify opportunities to improve infrastructure service delivery and the impact of future trends and align those findings with the respective functional needs.
- Support IT Budgeting and forecasting for infrastructure related services.
- Support full life cycle of IT infrastructure assets in the region including procurement, deployment, maintenance and disposal in accordance with global asset management policies.
- Support periodic physical handling and audits of IT assets in local entities
- Support the successful project execution of Global IT Projects locally and executes local IT Projects (eg Office moves)
- Support regional and global IT Infrastructure and Service Operations teams to define a technical roadmap for India, ensuring evolution of service excellence.
Minimum requirements
- Bachelor's degree in computer science, Information Systems, or other related field. Or equivalent work experience.
- ITIL certification preferred.
- Proven experience of delivery end-to-end IT services towards business stake holders in a complex and global business environment.
- Highly organized, strong attention to detail, methodical approach with demonstrable experience of problem solving / analytical skills.
- Strong interpersonal skills and able to participate in deployment and hyper-care activities.
- Excellent verbal and written communication skills in English
- Demonstrated ability to work in a cross functional and collaborative team environment
- Good understanding of actual IT security risks, tools and requirements to ensure a compliant and secure IT Service delivery
- In-depth knowledge, supported by proven experience, in the management of IT outsourcing partnerships including contract and SLA management.
- Proven ability to improve operational efficiency, service delivery and information management across the IT organization
- 10+ years of experience in IT infrastructure / Operations
