Service Delivery Manager

FalconSmartIT; London; On-site; GBP 65,000 - 90,000; Full time

Job summary

A leading IT company seeks a skilled manager with over 15 years in IT infrastructure, particularly in service-based companies. Applicants should have extensive experience managing operations and projects, with demonstrated skills in communication and problem solving. This role demands the ability to lead teams effectively and adapt rapidly to new challenges in a multi-cultural environment.

Qualifications

• Minimum of 4 years of hands-on experience in Infrastructure Operations.
• Experience in Project/Program Management with ITIL certification is preferred.
• Working toward professional Project Management certification recommended.

Responsibilities

• Provide direction to staff to meet schedules and resolve operational issues.
• Apply advanced Project Management principles and techniques.
• Analyze data for driving improvements.

Skills

Operations management

Analytical skills

Data analysis

Communication

Problem-solving

Education

Bachelor's degree or equivalent certifications

Job description

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Key Point:

Experience working in Service Based companies like Hexaware, with experience in onsite & offshore models.

More than 15 years in IT infrastructure, including 2+ years directly working with customers, and 2-3 years with the current organization.

Bachelor's degree or equivalent certifications.

Minimum of 4 years of hands-on experience in Infrastructure Operations, Network Operations, or Service Desk. Experience in Project/Program Management in areas like Service Desk, Infrastructure Planning, and Network Planning.

Specific experience with onshore/offshore models and 3-tier models (offshore, account, customer) is a plus.

Experience working in a multi-national/multi-cultural environment. Strong operations management skills (preferably ITIL Certified) with the ability to analyze data to drive improvements.

Ability to handle negotiations with customers and senior account personnel. Excellent documentation, presentation, and communication skills.

Knowledge and experience in at least five of the nine areas of Project Management. Skills to succeed as a project leader, project/Program office manager, or change initiative manager.

Working toward professional Project Management certification is recommended.

As a manager, provide direction to staff to meet schedules and resolve operational issues.

Apply advanced Project Management principles, theories, and concepts, and related disciplines.

Select appropriate standards, methods, tools, and applications.

Demonstrate analytical and systematic problem-solving skills.

Communicate fluently in oral and written forms, capable of presenting complex technical information.

Absorb new technical information rapidly and apply it effectively.

Stay updated on emerging technologies and their applications.

Advises, mentors, designs, evaluates, facilitates, influences, and promotes best practices.