Service Delivery Manager at San Francisco Client Location

Infocrossing, a Wipro company, is a provider of selective IT outsourcing and business processing solutions, delivering the computing platforms and proprietary systems that enable companies – regardless of industry – to process data and share information within their business and between their customers, suppliers and distribution channels. Leading companies reduce costs and improve system delivery by leveraging Infocrossing for server (mainframes, midrange, and open system) and network management; healthcare IT and BPO; managed messaging support; and enterprise application services.  Founded in 1984, Infocrossing and its subsidiaries became indirect, wholly owned subsidiaries of Wipro Limited in 2007.   For more information, visit www.infocrossing.com.

 

Service Delivery Manager

 

Infocrossing is currently seeking a Service Delivery Manager to lead the operational team responsible for delivering managed services.  This position will be highly visible within both the Infocrossing organization as well as within our end customer’s IT department.  The Service Delivery Manager will be the primary resource responsible for the overall quality of service delivery for this account and for ensuring that superior levels of performance and customer service are achieved.  This role will require a person with strong interpersonal skills and a demonstrated ability to build strong relationships with IT personnel at all levels.  Additional responsibilities will include overseeing the day-to-day operational aspects of the customer relationship, working with the customer to manage priorities and expectations and addressing issues as required.

 

Responsibilities of the Service Delivery Manager will include:

 Ensuring that the technical delivery of all services meets quality, scope and service level requirements. Ensuring that all changes and other customer service requests are fulfilled timely and correctly. Leading problem resolution efforts and post-incident reviews. Scoping, planning and managing small or routine projects within the IT environment. Building and maintaining strong working relationships with all levels of Infocrossing and customer IT personnel. Maintaining a detailed understanding of Infocrossing service offerings, delivery processes and technical capabilities. Indentifying, documenting and implementing process improvement initiatives.

 

 

Qualifications and Requirements:

 5 - 10 years experience in IT infrastructure related field, preferably within an outsourcing or managed services environment. Balanced level of understanding and working experience with the following: Windows, UNIX and mainframe technologiesOracle, SQL and other database environmentsActive Directory, Exchange, Citrix and other middleware applicationsDay-to-day change, incident and problem management processesReporting and tracking of key operational performance metrics Experience in a management role of technical teams involving both functional and matrix resources. Proven ability to manage, lead and motivate geographically dispersed technical teams. Demonstrated ability to successfully manage and direct both operational and project-focused resources. Able to function in complex and challenging customer environments while maintaining the ability to influence change and negotiate mutually beneficial solutions and understandings. Demonstrates superior communication skills and the ability to clearly articulate technology topics within all levels of the IT department, including senior management (CIO, VP, etc.). Bachelor’s degree or equivalent work experience required.