Service Delivery Manager

HCL Tech
Dublin, County Dublin
Hybrid remote
€70,000–€80,000 a year - Full-time, Permanent

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You applied to this job on 21 April 2023

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alary
€70,000–€80,000 a year
ob type
Full-time
Permanent
hift and schedule
Monday to Friday

Benefits
Pulled from the full job description

Work from home

Full Job Description

Role definition
You will be responsible and accountable for end to end Infrastructure operations and seamless delivery of large sized operations and SLA management with Customer Satisfaction Overall employee satisfaction.

Expected qualification and critical experiences -

  • Should have functional knowledge on various components of an IT infrastructure (On-Prem & Cloud) such as OS, Network, Database, Storage. Middleware, Mainframe etc..
  • Should have a proven track record of managing operational KPIs, SLAs, initiatives, risks etc..
  • Should have driven initiative of improvement, innovations and automations.,
  • Should be able to identify, document, review, mitigate risks to service within Process, People and Technology., ensure focused engagement of various initiatives as per the contractual agreements with quality proposals and Statements of Work that require minimal corrections, demonstrate personal flexibility and team deliver quality solutions and increase customer satisfaction..
  • Should be able to plan, track, monitor Technical deployments, upgrades, changes on the customer landscape, develop, implement and maintain quality assurance protocols.
  • Must have Infrastructure and Cloud operations.
  • Must have Transition and Operations experience for Global customer.
  • Awareness of ITIL and other QMS processes (ITIL Intermediate, Project Management Certifications will be an advantage).
  • Must have Customer and Sr. stakeholder management experience
  • Must have great communication skills and be proactive in dealing with risk and escalations related to delivery and contractual aspects.
  • Should have analytical skills to identify, isolate, troubleshoot, suggest/recommend service solutions.
  • Should have experience working with offshore teams and in Managed service provider companies.
  • Experience working as the customer facing link between remote delivery and customer stakeholders
  • Good to have knowledge about contracts and deliverables in a global delivery environment. Should be able to give effective inputs to SOWs and MSAs [ statement of work and master services agreements.

Mandatory Education, Skills & certification -

  • Bachelor or a Master’s degree
  • Microsoft/ITIL/Cloud certifications will be an added advantage
  • Strong working experience in ITIL Framework (Incident Management, Problem Management, Change Management)
  • Good communication and interpersonal skills to interact with customers and team members
  • Ability to work in a Global Support environment.
  • Knowledge of key technology trends

Benefits

  • A supportive, diverse and global team with a brilliant culture.
  • Competitive compensation and benefits that includes 20 days’ vacation per year, various insurances like Term life, AD &D and Business Travel insurance. These are apart from the statutory benefits applicable in the country.
  • Great opportunities to make the role your own, upskill yourself and get involved with exciting projects
  • Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Sparks – Engagement Champion to name a few.
  • For more information, please visit https: www.hcltech.com

Job Types: Full-time, Permanent

Salary: €70,000.00-€80,000.00 per year

Benefits:

  • Work from home

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • Glenageary, Dublin, CO. Dublin: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Glenageary, Dublin, CO. Dublin

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Job activity

  • Posted 20 days ago