Delivery Manager

Details:

Job Summary

Main Responsabilities Overview:

• Leading a team of Technical Team Leads/ Technical Engineers delivering Cloud, Storage, Backup projects\services on time and within budget for the domain they have responsibility.
• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line function and geographic responsibilities
• Work with his Technical Team Leaders/ Technical Engineers and Domain Lead to determine necessary activities to successfully deliver projects\services throughout the given service line.
• Ensure that the right type and number of resources that are required to fulfill the planned projects\Services are available and in place through cooperation with recruitment, HR and Technical Team Leads. Understanding the pipeline of demand and work with HR and Technical Team Leads, to ensure an appropriate supply of resources.
• Delivers customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution.
• Responsible for SLA and KPI reporting and optimizing processes, support coverage and overall CSI for the given service line.
• He/she is also expected to contribute to the wider goals of INFRA IT Services. Juggling multiple and conflicting priorities in a timely and sensitive way, with full transparency to the HCI service experience.
• Holding the teams to the highest standards, project discipline and accountability.
• Support the team members in their professional growth through training roadmap and objectives aligned with the HCI Tower goals.
• Define objectives that align with the higher goals set by Domain and Tower Leads. Track team progress towards the achievement of these goals.
• Actively participate in the development of the service offerings and ensure they align with internal capabilities.
• Ensure that the Cloud DevOps, Backup and Storage Team aligns with the Customer Statement of Work Documents and other standards and regulatory requirements that govern delivery.
• Build and maintain strong relationships with technical service coordinator and delivery managers, including regular communication and reporting on service delivery and overall customer satisfaction.
• Support the professional development of each Technical Team Lead.
• Serve as an escalation point for customer concerns for the Cloud and DataFabric delivered services.
• Manage multiple Tech Team Leads to deliver services in alignment with solutioned structure with transparency to Domain Lead, HCI Tower Lead as well as to customer stakeholders.
• Identify, manage and resolve complex issues, preventing escalations, where possible
• Demonstrate, by example, in-depth knowledge of the INFRA competency principles and practices, including coaching, learning and mentoring.
• Leader and team player - sets example for team members.
• Create an open, honest, accountable and collaborative team environment
  

Details:

• 5+ years of process development and delivery, ITSM and client relationship management in a technology environment.
• Flexibility to adjust to multiple demands, shifting priorities, ambiguity and rapid change
• Comfortable working in a matrixed organization with excellent communication and networking skills.
• Strong collaboration skills to build teams across business boundaries
• Leadership skills to successfully lead large, diverse and virtual teams. Agile working experience necessary.
• Drives operational improvements and efficiencies through the creation and implementation of rigorous process and controls, acts as a gatekeeper for quality.
• Experience in a cross-border role, successfully managing multiple complex projects at global level and regional.
• Good knowledge of Cloud DevOps/Backup/Storage related technologies and tools used. Good understanding of ITSM specific tools like JIRA, ServiceNow and others.
• Proven ability to manage a team, including goal setting, coaching, and performance management.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to manage multiple priorities and drive results in a fast-paced environment.
• Bachelor's degree in computer science or related field, or equivalent experience.