IT Service Delivery Manager

Essential Function

Service Delivery Manager works as an integral part of the Managed Services Provider (MSP) strategy and engagement approach to support business operations throughout the relationship lifecycle.

The owner of Service Management Function is accountable for delivery of contracted services to the business based on the contractual obligations of the MSP partnership. It includes service tower operations relationship management and oversees all involved support functions.

Relationships

Reports To Director or Vice President

Directly Supervises Subject Matter Experts and/or MSP resources

Provides Work Direction to Subject Matter Experts and/or MSP resources

Works Closely with Parexel IT Teams, Business Stakeholders & 3rd Party Partners

External Relationships Managed Service Provider (MSP)

Key Accountabilities

• Excellent leadership qualities

• Excellent skills in developing processes and procedures

• Excellent oral communication skills (fluent English speaker)

• Excellent writing and presentation skills

• 6 - 8 years of IT experience in IT Infrastructure/NOC/Service Desk/Desktop Technologies.

• 4 - 6 years of people management experience

• Experience providing superior customer service.

• Experience with Infrastructure & Endpoint Computing technologies.

• High energy and enthusiasm

• High attention to detail

• Must be a self-starter, highly motivated and possess a strong work ethic

• Flexible and able to function in a “hands-on" environment

• Positive and professional image

• Experience with external relationships and managing IT Infrastructure & Support Services

QualificationsSkills

• Min of 6 years of hands-on experience in an IT Support Services Organization.

• ITSM Experience working with Incident / Problem / Change / Event management teams

• Ability to handle multiple tasks concurrently.

• Experience with Service Desk Operations, Process and Technologies

• Experience with networking & telecommunications concepts and tools

• Experience with enterprise monitoring tools

• Ground concepts communication protocols and data flows

• Strong understanding of routing, routing protocols, and Network security concepts.

• Experience with Windows / Unix / Linux OS

• Experience with public cloud computing platforms, Azure / AWS, etc…

• Experience with infrastructure storage and enterprise backup platforms

• Experience Desktop Technologies including Windows, Office, Printing, and overall Device Management

• Experience with M365 / Collaboration Platforms / Cloud Security

• Strong verbal and written communication skills required. Ability to effectively communicate with all levels of personnel.

Desired Academic & Professional Qualification

• Graduate (10+2+3) or (10+2+4): (BE/B.Tech/B.Sc/BCA/B Com/B A) &/MBA or equivalent.

• IT Security: CCNA (Security)/ CompTIA Security+ /RHCSS (Red Hat Certified Security Specialist)/ECSA (EC Council Certified Security Analyst)/ SSCP (Systems Security Certified Practitioner)/CISM (Certified Information Security Manager)

• Networking: CCNA (Routing and Switching or Voice) /CompTIA Network+

• Systems (Servers): MCSE / MCITP/MCP/ RHCSA (Red Hat Certified System Administrator)/ RHCE (Red Hat Certified System Engineer)/VCP (VMware Certified Professional)

• Storage: CompTIA Storage+ (SNIA – Storage Networking Industry Association) or any vendor based.

• Process: ITIL/Six Sigma Green Belt/Prince2 Foundation.

Language Skills

• English (Written & Verbal) Expert.

Minimum Work Experience

• Total Work Experience: 8+ years.

• Relevant Work Experience: 6+ years