Service Delivery Manager-Managed Services (hybrid mode) (Mumbai)

: Key Responsibilities: - Client Relationship Management: Build and maintain strong relationships with enterprise clients, understanding their business objectives and aligning our services to meet their needs. - Act as the main point of contact for clients, addressing concerns, resolving issues, and proactively communicating updates. - Service Delivery Oversight: Oversee the end-to-end delivery of Enterprise Managed Services, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs). - Collaborate with technical teams to develop and implement service delivery strategies that enhance efficiency and effectiveness. - Team Collaboration: Work closely with cross-functional teams, including IT, operations, and support, to ensure a cohesive and team-oriented approach to service delivery. - Provide leadership and guidance to a team of service delivery professionals, fostering a positive and high-performance work environment. - Performance Monitoring and Reporting: Implement and manage performance monitoring tools and processes to track service delivery metrics. - Prepare and present regular reports to senior management and clients, highlighting key performance indicators and areas for improvement. - Continuous Improvement: Identify opportunities for process optimization and improvement in service delivery. - Implement best practices and lessons learned to enhance the overall quality and efficiency of Enterprise Managed Services. Technical Required: - Excellent knowledge & understanding of ITSM systems like ServiceNow, JIRA, BMC, or Zendesk etc. - Excellent knowledge & understanding of Remote infrastructure monitoring technologies like Kaseya, ConnectWise, Nable, SolarWinds or Manage Engine etc. - Well versed with Industry best practices for Infrastructure Management & must fully understand concepts like: - Performance Management - Capacity Management - Network Management - Backup & Disaster Recovery/ROP/RTO - High Availability & Clustering etc. - Extensive knowledge & understanding & IT Infrastructure & Cloud technologies like: - Virtualization/VMware/HyperV - Storage/NAS/SAN - Firewall/Switches/Routers/Access Points - Windows & Linux Server Operating Systems - Microsoft 365 - Azure/AWS - Must have good understanding of Security protocols & Holistic approach of security in an IT Infrastructure: - Edge Security - Network Security (IPS/IDS) - End Point Security/EDR/MDR/XDR - Email Security - Web Security - Phishing Aware Workforce etc. - Proven experience in a Service Delivery Manager or similar role, preferably in the IT or managed services industry. - Strong understanding of enterprise IT infrastructure and cloud technologies & must be able to troubleshoot & support the team in critical scenarios. - Exceptional communication and interpersonal skills. - Demonstrated ability to lead and inspire cross-functional teams. - Analytical mindset with a focus on data-driven decision-making. Educational Qualifications: - Bachelor's degree in a relevant field; advanced degree or certifications (e.g., ITIL, PMP) is a plus. Other Prerequisites: - Ability to work is rotational shift & depending on business needs. - Prior work experience in MNC & matrix organization. .