Job Description

Service Delivery Manager
Chicago, IL

Full time

• More than 10 years in IT infrastructure of which 2 plus years directly working with customers and should have worked 2/3 years with current organization.
• Bachelor's degree or equivalent certifications.
• Minimum of 4 years hands on work experience in any area of Infrastructure Operations, Network Operations, Service Desk, Cloud Operations
• Specific experience of onshore / offshore model, 3 tier model (offshore, account, customer) experience would be a plus.
• Experience of managing SLA driven engagements
• Strong Service Management expertise
• Experience in working in a multi-national / multi-cultural environment. Strong operations management skills (preferably ITIL Certified) with ability to extract, analyses data to drive improvement actions.
• Ability to handle / negotiate with customers and/or senior Account personnel. Excellent Documentation, Presentation, and communication skills demonstrated in a work environment.
• Must also possess the necessary skills, behaviors, and traits to be successful as a project leader or project/Program office manager or change initiative manager.
• As manager, provides directions to staff members in meeting established schedules or resolving operational problems.
• Independently apply advanced Project Management principles, theories, and concepts, as well as expertise in related disciplines.
• Selects appropriately which applicable standards, methods, tools, and applications to use.
• Demonstrates an analytical and systematic approach to problem solving.
• Communicates fluently orally and in writing and can present complex technical information.
• Can absorb rapidly new technical information and apply it effectively.
• Maintains awareness of developing technologies and their application.
• Advises, mentors, designs, establishes, evaluates, facilitates, influences, and promotes

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