Urgent need Service Delivery Manager @ East Aurora, New York

*Job Title: **Service Delivery Manager for EUC – (Service Desk, Desk
Side, SCCM/Patching)*

*Job Type: Contract to hire*

*Job Location: **East Aurora, New York*

*Primary Skill: Service Delivery Manager for EUC – With the
understanding of EUC Tracks*

*Secondary Skill : Service Desk, Desk Side, SCCM/Patching*


Detailed JD –



*Service Delivery Manager – Job Description*



*Relevant Experience*:

· Should have a total 15 years of relevant experience in
Infrastructure and 4+ experience in similar role

· Should understand industry standard process and procedures
to run a Remote offshore delivery center

· Should have experience in handling global customers –
communication has to be at its best – both spoken and written.

• Manage the P & L of the project and ensure we achieve / over achieve
the allocated revenue targets and profit margin and control the cost
as per the plan.

• Core competency and Experience in Service desk and help desk management

• Expansion of services to fill all gamut's of infrastructure

• Focus on project opportunities and transformation initiatives

• ITIL process definitions and implementation. Preferably ITIL
certified. Understands the process gaps and implement necessary
changes to align to ITIL guidelines

• Automation in service delivery – Encourage automation in service
delivery to improve response and service

• Innovative ideas – Values adds - Encourage innovative ideas that has
direct impact on resources, revenues without any disturbance in the
existing services

• Resource management. Ensure optimal resource utilization and YOY
show improvement in resource utilization

• Utilization – Manage the optimal utilization of resources and man
power to deliver the agreed services to customer

• Billing – Ensure prompt billing/ invoices reaches customer as agreed
upon and ensure timing collection from them

• Management reporting – Responsible for timely and accurate reports
about the performance of the team and the environment that is being
serviced. Generate appropriate reports to higher ups within HCL and
for the steering committee meetings with the customer

• Conduct regular in depth service and process audits. Ensure the
project team fully aligns to the audit requirements and be in
compliance with HCL's directions. Conduct internal audit review and
assist in the external audit process and procedures.

• Employee retention, motivation and training - Responsible for
resource intake, plan necessary training, resource rotation,
motivation. Attrition to be controlled within the baselines allocated.
Optimization of resource utilization through de-skilling and
upskilling as necessary

• Focus on grooming people from L1 to L2, L2 to L3 within select timelines

• Value add to customer-YOU by working closely with the Transformation
and Consulting group for:

• Architecture gap assessment studies

• Implementation of new technologies

• Consolidation/virtualization opportunities

• Reduce business impact of outages

• Cost savings through better solutions

• Enhance operational efficiencies

• Be a business partner to customers to understand the business
process and needs and provide service as needed.

• Work towards a WIN- WIN situation

• Overall SLA management – Operation interaction with technologies
Lead / Service Owner

• Overall Customer Satisfaction – Ensure we score high marks in the
CSAT conducted

• Overall employee satisfaction

• Flexible and Willing to work in 24 * 7 environment support

• Experience on Data Center technologies and services is an added advantage



*Thanks & Regards,*
*S.Diwakar Yadav*
*Aqua Information Systems Inc.*
*300 N Pottstown Pike, Suite # 130*
*Exton, PA 19341*
*Direct:484-485-7958*
*Fax: 215-600-1617*
*GTalk: Diwakar Yadav *

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