Job Description
Astreya Partners, Inc. is currently hiring for a Service Delivery Manager (SDM) who will provide delivery leadership to multiple customers across our Delivery Operations. The SDM is a client facing role and requires that you establish and satisfactorily manage client and employee expectations. The role requires leadership, strong ability to multi-task, prioritize, communicate, and direct very diverse set of teams. The responsibilities range from interviewing, hiring, and managing personnel to perform day to day tasks, ensuring that work is performed as expected, with regular client communication on progress. The successful candidate will have the ability to manage and evolve existing services across multiple disciplines, assisting sales teams with the growth strategy.
RESPONSIBILITIES:
- Provide leadership to diverse operations teams such as in Engineering and Operations
- Implement, monitor and timely report to customers on service delivery metrics
- Implement personnel on-boarding, training, and service improvement activities, ensuring systems, methodologies, and procedures are in place and followed by each service team
- Drive internal and client meetings covering delivery performance, service improvements, quality, and processes
- Be accountable for the quality of service and performance; ensure future demand from growth and projects are understood and factored into capacity plans for all associated teams
- Work closely with Business Development and Client Partner teams to support growth, including help with services content for Statements of Work, and development/transition to stronger managed services capabilities
- Works with the SMEs and stakeholders to define the roadmap for any given product and translate this into user stories or RFPs depending on the buy Vs build decision.
- Work closely with Recruiting Teams to develop pipeline and process for hiring strong candidates and interview where necessary
- Further, develop and maintain retention program and incentives for field employee satisfaction
- Managing complex and/or large projects or delivering the IT components of major projects to time, cost, quality and benefits realisation requirements.
- Proven ability to assimilate, understand and manage problem solving and opportunities recognition in the context of IT Infrastructure and/or Application change solution concept, solutioning, design and deployment in a major software services/hardware environment.
- A track record of successfully delivering a range of complex, high profile IT projects. Proven track record of implementing and leading improvements in project lifecycle. Able to identify projects at risk and take appropriate action to recover, often working across divisional boundaries. Takes ownership for the resolution of highly complex issues and risks that have been escalated.
- Leads the collaborative, dynamic planning process – prioritizing the work that needs to be done against the capacity and capability of the team.
SKILLS REQUIRED:
- 3+ years of experience with Service Delivery and Client Management with strong customer relationship management skills.
- 5+ years of experience with a track record of driving successful programs or projects.
- 10+ years IT / Network / Data Center / Infrastructure experience.
- Strong interpersonal skills and ability to supervise, mentor, and lead individual contributors and teams of up to 50 people.
- Understanding of operations, technologies, such as hardware deployment, hardware planning in operations, data analysis/metrics for performance management, supply chain operations and logistics.
- Ability to create quarterly business reviews - data compilation, deck preparation, message consistency and client collaboration.
- Understanding of basic P&L and financial management around profitability.
- Excellent English oral and written communication skills with the ability to speak and write at executive and business levels.
- Experience Level: 10+ years work experience
- Education: Bachelor’s degree or equivalent
WHAT CAN ASTREYA OFFER YOU?
- Working with some of the biggest firms in the world as part of the Astreya delivery network
- Employment in the fast-growing IT space providing you with brilliant career options for years to come
- Introduction to the new ways of working and awesome technologies
- Career paths to help you establish where you want to go
- A company-wide mentoring program to advise you along the way
- Online training courses through CBT-nuggets to upskill you
- Performance management system to provide you with meaningful, actionable feedback
- Dedicated management to provide you with a point of leadership and care
- Internal promotion focus. We love to build people from within.
- Numerous on-the-job perks
- Peer Recognition
- Market competitive rates and benefits
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- Astreya Partners is an equal employment and affirmative action employer. We evaluate qualified applicants on merit and business needs and not on race, color, religion, creed, gender, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, veteran status or any other factor protected by law.