Position: Service Delivery Manager (SDM)
Location: Richmond, Virginia, United States
Fulltime (Onsite)
The required key skills and knowledge include:
- Extensive experience in core IT infrastructure business.
- Sound understanding of the latest technologies/trends and capabilities.
- Promotes organizational mission and goals, and shows the way to achieve them
- Creates a positive work environment where all staff are motivated to do their best
- Links mission, vision, values, goals and strategies to everyday work
- Ability to adapt to constantly changing challenges and work within fixed deadlines
- Strategic vision and thinking, sees the bigger picture from a global perspective
- Experience in managing diverse and multiple teams with complete ownership and responsibility of the team is a must.
- Must maintain excellent verbal and written communication skills
- Comfortable working in a demanding fast-paced, customer-focused organization, undergoing change
The general responsibilities include:
- Strategize and ensure creation of mechanisms, processes, etc. to enable the Infrastructure services delivery at an account level.
- Drive conceptualization and implementation of activities to achieve high customer satisfaction scores, goal matrix parameters.
- Develop relationships at an executive level and be the highest level of escalation for the customer organization for Infrastructure issues.
- Ensure that industry trends and developments are analyzed and solutions are developed for customer organization.
- Mentor the Infra SDM and overall teams and thereby enhance competencies to ensure organizational leadership in the service area
- Enable knowledge sharing of best practices across accounts and thereby drive delivery
- excellence across the portfolio.
- Enable the team with Industry knowledge through partner engagements, Practice team involvement.
- Support and enable the team in solution development by utilizing the strengths of the larger HCL team
- Establish a long term and sustainable relationship with the customer
- Organize regular Service Review meetings and furnish status reports to client management Business Process Excellence
- Manage all procedures related to the identification, prioritization, and resolution of customer support requests, including the monitoring, tracking, and coordination within support staff.
- Seek for continuous improvement and suggest process improvements
- Underpin the Operational Level Agreements within the delivery units where specifically needed
- Plans, directs, and coordinates the organizational/technical activities required for delivery of the services to ensure technical solution meets contracts specifications
