Service Delivery Manager - IT Infrastructure

Job Description

Company Description Cloudologic is a leading cloud consulting and IT service provider with a focus on cloud operations, cyber security, and managed services. Headquartered in Singapore with deep roots in India, our expertise and innovation have made us a trusted partner for clients worldwide over the past decade. Role Description This is a full-time on-site role in Gurgaon for a Service Delivery Manager. The Service Delivery Manager will be responsible for managing service delivery, ensuring customer satisfaction, and implementing IT service management practices on a day-to-day basis. Key Responsibilities: Business analysis • Investigates operational needs and problems, and opportunities, contributing to the recommendation of improvements in automated and non-automated components of new or changed processes and organization. • Assists in defining acceptance tests for these recommendations. Service level management • Monitors service delivery performance metrics and liaises with managers and customers to ensure that service level agreements are not breached without the stakeholders being given the opportunity of planning for a deterioration in service. Service acceptance • Engages with project management to confirm that products developed meet the service acceptance criteria and are to the required standard. • Feeds into change management processes. Change management • Develops, documents, and implements changes based on requests for change. • Applies change control procedures. Release and deployment • Uses the tools and techniques for specific areas of release and deployment activities. • Administers the recording of activities, logging of results and documents technical activity undertaken. • May carry out early life support activities such as providing support advice to initial users. Problem management • Investigates problems in systems, processes, and services. • Assists with the implementation of agreed remedies and preventative measures. Incident management • Following agreed procedures, identifies, registers, and categorizes incidents • Gathers information to enable incident resolution and promptly allocates incidents as appropriate. • Maintains records and advises relevant persons of actions taken. Experience / Minimum Qualifications: • Four-year college or university degree with focus on Business Administration or IT or related areas, or equivalent combination of education and experience • Proficient spoken and written command of English • At least 5-year experience in IT • 2 years of experience in relevant area • 1 year of experience in team management • Understanding of different culture • Participated in projects with people from other functions/markets • Respective business function (GOPS, Finance, HR, Brand Marketing, Wholesale/Retail) Show more Show less