Senior Service Delivery Manager
- Thiruvananthapuram, Kerala
- Permanent
- Full-time
- Own end-to-end delivery of IT Infrastructure & Security projects across Data Center, Cloud, Network, Endpoint, and Security domains.
- Demonstrate proficiency in Delivery Management, along with strong technical expertise in Wintel, Storage, Network, ITIL, Agile methodologies, Service Management, and NBFC customer environments.
- Provide technical guidance on complex architectures involving hybrid cloud, data center operations, network infrastructure, endpoint management, and security operations.
- Stay abreast of the latest technology trends in cybersecurity, automation, and cloud operations.
- Partner with architecture and engineering teams to optimize performance, availability, and security.
- Must have handled projects valued at USD 20 million or above.
- Possess good knowledge of P&L, EBITDA, and commercial metrics.
- Experience in managing PAN India accounts and overseeing third-party service providers.
- Proven experience in the BFSI domain.
- Serve as the primary point of contact for client delivery and relationship management.
- Conduct regular service reviews and governance meetings with clients.
- Translate client requirements into delivery roadmaps and actionable project plans.
- Identify and drive opportunities for service expansion, upselling, and cross-selling within existing accounts.
- Support proposal development, RFP/RFI responses, and solution presentations.
- Collaborate with pre-sales and solutioning teams on new initiatives.
- Lead and mentor multi-disciplinary delivery teams across geographies.
- Foster a performance-driven culture with a focus on upskilling, certifications, and retention.
- Conduct resource planning, performance reviews, and talent engagement activities.
- Ensure compliance with defined SLAs, KPIs, and quality standards.
- Lead incident, problem, and change management processes and drive root cause analysis (RCA) for major issues.
- Strong leadership, communication, and stakeholder management skills.
- Strategic mindset with a hands-on approach to solving technical challenges.
- Proven track record in managing complex IT infrastructure projects and leading high-performing teams.
- Business-savvy, with the ability to balance customer satisfaction, delivery efficiency, and profitability.
- Experience with Virtualization technologies (e.g., Hyper-V), Public Cloud platforms (AWS, OCI), and services across IaaS and PaaS models.
- Proficiency in Cisco and Fortinet firewalls, routers, switches, SD-WAN, and load balancers.
- Hands-on experience with SIEM, Security Operations Center (SOC) operations, endpoint protection, identity and access management (IAM), and vulnerability management tools.
- Expertise in Microsoft Intune, SCCM, and other patch management tools.
- Working knowledge of Endpoint Central, SolarWinds, and practical implementation of ITIL frameworks for service delivery.
- Virtualization, Networking, Firewall, SIEM/SOC, Intune/SCCM