Job Description

Techwave, we are always in an exercise to foster a culture of growth, and inclusivity. We ensure whoever is associated with the brand is being challenged at every step and is provided with all the necessary opportunities to excel in life. People are at the core of everything we do.Join us!Who are we?Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize the potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of things (IoT).Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses accelerate their growth.Plus, we're a team of dreamers and doers who are pushing the boundaries of what's possible.And we want YOU to be a part of it.Job Title: IT Service Delivery Manager
Experience: 12+ YearsMode of Hire : Fulltime
Location: HyderabadRoles and Responsibilities:

• Client Relationship Management: Maintaining positive relationships with clients, providing regular updates, and addressing inquiries and concerns.
• Service Delivery Coordination: Overseeing the delivery of services and coordinating the efforts of different teams to ensure timely and efficient service. Coordinating with internal teams to align resources and processes with client expectations.
• Project Planning and Coordination, Cloud Migration Strategy, IT Service Management (ITSM) Integration, Risk Management, Technical Oversight, Change Management, Quality Assurance, Documentation and Knowledge Transfer, Data protection
• Performance Monitoring: Tracking and monitoring service performance, identifying areas for improvement, and implementing necessary changes. Evaluating and adjusting services regularly.
• SLA Compliance: Ensuring that service level agreements (SLAs) are met and that services meet the required quality standards. Monitoring performance metrics to ensure adherence to SLAs.
• Budget Management: Managing budgets for service delivery, ensuring effective resource allocation, and keeping costs within budget. Monitoring finances during projects and approving necessary adjustments.
• Team Leadership and Development: Building and maintaining high-performing teams and fostering a positive working environment. Giving the IT service staff guidance, encouragement, and support. Determining team members' training needs and assisting in their professional growth.
• Process Improvement: Continuously evaluating and improving processes to ensure efficient and effective service delivery. Driving continuous lifecycle and service improvements, including new and existing services, to achieve efficiency across technology platforms.
• Incident Management: Managing restoration of service in case of critical incidents within defined SLAs.
• Monitoring and managing the reporting Infrastructure and Cloud teams (L1, L2, L3) to ensure smooth operations.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand
• Guiding methods of improvement and seeing that actions are in place on time for service delivery upgrades
• Providing valid and regular reports to the management on the performance of the service delivery
• Building solid relationships with teams and stakeholders to enable effective dialogue exchange between the inter departments and customers
• Collaborating with technical design teams to set benchmarks for Infra and Cloud domains.
• Showcase and practice excellent client-handling skills to ensure customer satisfaction
• Implementation and driving teams towards strict adherence of ITIL processes (SR, IM, PM, CM, SLAs, CSI etc.)

Managerial Skills:

• Leadership: Leading and Guiding Managed Services project teams and resolving conflicts to improve productivity.
• Communication: Managing client relationships and internal coordination.
• Problem-Solving: Addressing issues and concerns that arise during service delivery.
• Project Management: Managing project planning, including business requirements, forecasting, and budget.
• Financial Management: Monitoring finances and making necessary budget adjustments.
• Decision-Making: Making decisions under direct control and escalating issues when necessary.
• Team Building: Building and maintaining high-performing teams
• In-depth knowledge of escalation procedures, incident management, Problem, Change and other disciplines related to service delivery

• Good knowledge of ITIL (Information Technology Infrastructure Library) principles

Tools and Technologies

• Basic tech stack of Network and Network Services - FortiGate, Cisco, Juniper etc.
• OS - Windows, Linux etc.
• Virtualization - VMware, Hyper-V etc.
• Database - SQL DB, DB2 etc.
• Backup tools and services - Avamar, Vembu, Nakivo, Veeam etc.
• Storage - NetApp, EMC, NAS, Hitachi, Broadberry etc.
• Security compliance - Azure and/or Security compliance Tools, Identity and Access Management (IAM) Tools, Security Information and Event Management (SIEM) Tools,
• IT Service Management (ITSM) Tools: ServiceNow, Manage Engine SD Plus, Jira, Fresh service, Zendesk, Ivanti etc
• Monitoring and Automation Tools: Datadog, New Relic, or Dynatrace, Manage Engine OpManager, AWS CloudWatch, Azure Monitor, Cloud native monitoring services

• IT Service Management (ITSM) processes and frameworks, particularly ITIL V4 best practices.
• Strategic technology management platforms (AI based), IT infrastructure technologies and Hyperscale Cloud Service Providers (AWS, Azure, Google Cloud)

Certifications

• ITIL4 Certification (advanced) preferred
• Azure, AWS Cloud Certification (professional) level preferred

Techwave