Service Delivery Manager - ITIL Frameworks

Job Description :

The Service Delivery Manager is responsible for the operational service delivery and the day-to day relationship for the assigned customer accounts. Responsibilities include 24x7 IT operation support using an ITIL framework, strategic planning, architecture design and implementation, customer meetings, project and program management, capacity planning and forecast, capital, operations and headcount forecast and budgeting, vendor management, audit compliance (SOX, PCI, etc.), requests for service (RFS), statements of work (SOW), standard quotes, along with planning, assigning and directing work, and accountable for overall delivery.

Primary Responsibilities :

- Primary accountability for delivery within the boundaries of the contractual agreements, while ensuring Service Levels are met including capacity management (logistics, planning and execution) and performance management.

- Ensure that Hitachi Vantara meets or exceeds the SLAs and Contract Deliverables.

- Accountable for the overall delivery team that handles the day-to-day operations of the infrastructure for which Hitachi Vantara is responsible.

- Conduct weekly and monthly service review meetings and review service performance reports with customer account team.

- Conduct monthly governance meetings with internal operations team.

- Act as the situation manager in the event of a critical incident for the assigned account(s).

- Owns and ensures timely incident escalation occurs in accordance with established escalation matrix, policies, procedures and SLA requirements for the assigned account(s).

- Coordinate problem management process with technical leads and review root cause analysis reports for critical incidents to be provided to customers.

- Analyzing and reporting actual to contracted SLA performance levels.

- Review, track and report on SLA breach reports, service credits and service improvement plans.

- Reports to the India PS delivery lead and supports the account teams in furthering the relationship customers.

- Owns the creation, establishment and maintenance of IT policies, procedures and practices using ITIL framework to efficiently manage the storage infrastructure.

- Ensuring compliance with established policies, procedures and practices defined by Hitachi for managing the infrastructure.

As the process owner of Continual Service Improvement:

- Own and champion Continual Service Improvement framework and CSI programs within account to achieve measurable improvements in customer experience, improve service quality, improve efficiency and lowered costs.

- Evaluate and analyze KPI and metrices to identify and propose opportunities for continual service improvement in all areas of the ITIL Operations Management process.

- Deploy continual service improvement programs to improve ITIL service strategy, service design, service transition, service operation, to align IT services with business goals and objectives.

- Ensure CSI programs are designed to meet or exceed related SLAs and KPIs and implemented end-to-end.

- Measure, monitor, refine CSI plans to support delivery excellence framework.

- Leverage on automation tools to automate routine tasks and processes to achieve Hitachi Vantara's mission.

Required Skills :

- Minimum of 7 years of Delivery Management and/or IT Operations Management experience in the IT industry with a strong background in Continuous Service Improvement.

- Proficient with hardware, software and operating systems found in enterprise environments (experience in data storage domain preferred).

- Possess strong understanding of ITIL framework and ITSM.

- Strong understanding of multiple business environments.

- Knowledge in Hitachi Vantara Storage, Compute and Infrastructure.

- Prior experience leading, motivate and direct a delivery team.

- Ability to prioritize projects and deliverables.

- Excellent communication and organizational skills

Education and Certification :

- Bachelor's Degree or equivalent in IT Management or other related technology fields of study.

- ITIL Certification is mandatory

- PMP Certification is strongly preferred.