Job Summary

A leading system integrator company is looking for a Service Delivery Manager - Networking

  • Minimum Qualification: Bachelor
  • Experience Level: Management level
  • Experience Length: 8 years

Job Description/Requirements

ROLE OBJECTIVE:

The job holder will be responsible to lead the team of engineers for successful & timely implementations of projects and delivering high quality services.

 

DUTIES & RESPONSIBILITIES:

•                     Closely work with Sales & Presales teams to ensure overall Business objectives are met.

•                     Ensure proper coordination between the service desk and support engineers in assigning and reporting calls.

•                     Ensure high customer satisfaction through timely project implementations and support mechanisms.

•                     Drive KPIs for the team with clearly defined goals, team development, retention, career progression and taking on the leads’ responsibility

•                     Ensure that the technical resources are certified in their areas of expertise.

•                     Challenge teams to be up to date on various technologies handled as well as prepare them for the advanced and up-coming technologies

•                     Customer meetings – Continuous meetings with customers to take feedback as well as to provide them with upsell/cross-sell opportunities

•                     Create and demonstrate Proof of Concepts for key customers

•                     Skills transfer – ongoing mentoring & coaching sessions within the team

•                     Self-development – ensure up to date certifications, attend trainings & ensure knowledge transfer for the rest of the team

•                     Create a skill matrix for the team – identify the gaps and submit the plan of development to the Head periodically

•                     Create, develop & optimize processes/checks to ensure optimum team utilization, quality manpower, timely & industry’s best practices based implementation, documentation and support

•                     Project hand over, sustenance, responsibility matrix, and escalation guidelines to be defined and adhered to

•                     Prepare rate cards for all types of Engineers (L1, L2, L3) and create opportunities to sell services

 

Knowledge and Experience required of jobholder

•        A Bachelor’s degree in engineering

•         Professional IT certification with industry majors such as Cisco (CCIE/CCNP/CCDP), F5, Fortinet, Juniper, Arista etc.

•         At least 7 years’ working experience with 3 years’ carrying in a managerial position.

•          Planning, organizing skills/ quality orientation and Negotiation skills

•          Good knowledge of administrative rules and regulations.

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