Senior Service Delivery Manager

A leading global system integration consultancy and outsourcing provider is looking for a Senior Service Delivery Manager to join their team.

The right candidate will be a dynamic technical generalist with strong ITIL service delivery management, project management, consultative, organisational and communication skills.

PRINCIPAL ACCOUNTABILITIES

• Complete service delivery lifecycle (SDL) ownership for major managed service client(s) – 1 major client or a small number of midsized clients
o Typically 3-5 year ITO managed service SLA based outsourcing contracts – individual SDMs are typically rotated within 24 mos.
o Ownership of: Definition  Delivery  Reporting on SLA performance
o Matrix management of Practice based resources

• Collaboration with Practice Leads (PL) in all aspects of SDL
o Wintel / Messaging
o Midrange Systems and SAN
o LAN / WAN
o ERP (SAP & PeopleSoft) Administration / DBA
o Help Desk
o Technical Operations (TechOps)
o Enterprise Management Systems (EMS)

• Client SPOC (single point of contact)
o Emphasis on delivery of contract commitments, SLA reporting, and incremental projects as defined by SDM
o Crisis management – coordination and reporting
o Requirement gathering for incremental project definition
o Process definition / optimization in conjunction with Data Center management and PLs

RESPONSIBILITIES
• Managed service contract administration – scope and delivery

• Oversight for delivery of contract and non contract services

• Project/process definition for contract commitments and incremental non-contract projects

PROFESSIONAL EXPERIENCE

• AS degree (BS preferred) in Management of Information Science, Computer Science, Information Technology Management, or related military/technical training

• MBA with technology concentration in lieu of technology based undergraduate degree

• Certifications desirable:
o ITIL Foundation / Practitioner / Manager
o Project Management - PMP
o Technical specialty – Microsoft, Cisco, etc. at architecture level

• Minimum of ten years general industry experience. Thorough understanding of overall network computing environment, cable to applications

• Technical generalist – understanding of project dependencies and risk mitigation in multi-discipline IT projects

• Minimum of five years leading IT projects, conception through implementation, risk assessment, dependency analysis, scope control, and institute ITIL best practices in managing IT services.

• Previous experience within a consulting organization and/or data center operations

• Project budgeting and use of project management software (e.g. MS Project).

• Familiarity with CA Unicenter / ServiceDesk or similar technologies highly desirable

• Excellent writing skills in the preparation of recommendations, project communication, technical documentation, and proposal generation

• Track record of collaboration with and management of technical SMEs (subject matter experts)

• Knowledge of SDLC (Software Development Life Cycle) and relationship with supporting infrastructure environments - Dev/QA/Prod environments highly desirable

Ability to travel domestically / internationally up to 80% as required by client requirements

Connect Group Consulting Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers.

Applications will be considered based only on skills and ability and will not discriminate on any grounds.