Service Delivery Manager

• Leading a team of highly skilled technical resources managing HPE solutions
• Maintaining positive relationships with customers
• Identifying customer needs and overseeing service delivery within the business context
• Leading the service delivery teams, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
• Managing finances and budgets
• Determining ways to reduce costs without sacrificing customer satisfaction
• Assessing customer feedback and using your creativity to establish, improve, and refine services
• Remaining organized and meeting deadlines
• Building partnerships and liaising with Professional Services, Sales, and Pursuit to determine the company's Services, delivery criteria, and solutions for issues that may arise
• Actively participate / contribute to HPE MS initiatives
• Meet / Exceed operational metric goals and customer experience
• Drive automation and Process maturity
• Excellence in Customer experience and As A Service metric
• Accountable for customer KPIs
• Flawless audits on accounts from the region during renewal of ISO, CMMI, Soc1/Soc2
• Meet the compliance (Secure Access, Patching, Vulnerability etc..) standards for MS customers in the region
• Work with Tools Engineering team to have a smooth MS delivery experience from Tools perspective
• Deliver penalty free operations
• Flawless execution on all the deals end to end
• Drive automation and operational efficiencies leading to delivery cost optimization and margin improvement
• Drive/Participate in POR for MS
• Ensure there is BCP in place
• Problem Management for delivery
• Drive capability development, talent development
• Ensure the supported customer landscape is compliance with Access and Security standards

• Over 10 + years of experience in IT Services with at least 8 years of experience in leading a customer facing delivery organization in IT Infrastructure Services domain
• Must have experience in leading people through change, driven process excellence and achieved best Customer experience results
• Prior experience in handling large enterprise customers with niche technologies and managed environment
• Solid grasp of technology concepts
• Experience in customer service, leadership, and logistics may be advantageous
• Good computer skills and the ability to use business support software
• Strong customer service, project management, and quality control skills
• Good resource planning skills
• Excellent leadership and customer service skills
• Strong teamwork skills and attention to detail

Accountability, Action Planning, Active Learning, Active Listening, Bias, Business Growth, Business Planning, Coaching, Commercial Acumen, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Experience Strategy, Customer Solutions, Data Analysis Management, Data Collection Management, Data Controls, Design Thinking, Empathy, Follow-Through, Growth Mindset, Intellectual Curiosity, Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Diversity, Inclusion & Belonging