Service Delivery Manager
- Oreta
- 8 - 13 years
- Mohali, Chandigarh
- 5 months ago
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Job Description
Position Description Service Delivery Manager
Location: Chandigarh
Employment Status: Permanent, Full Time
Sector: Information Technology & Communication Technology
Reporting to: Head of Network and Managed Services
Role Commitment: Full Time
Key relationships
Service Delivery Managers, Project Managers, Customers, Architects, Engineers
Overview
Oreta is a multi-award-winning Australian technology and cybersecurity organisation, renowned for delivering
transformative cloud and infrastructure solutions. Recognized by industry leaders such as ARN, CRN, and Telstra,
Oreta has consistently demonstrated its commitment to innovation and excellence.
As a Microsoft Gold Partner in Cloud Platform, Oreta has showcased deep expertise in deploying advanced cloud
solutions, particularly leveraging Microsoft Azure. This prestigious status reflects the company's rigorous
technical proficiency and its dedication to helping clients modernize their infrastructure efficiently.
Further cementing its position in the industry, Oreta was honoured with the Breakthrough Partner of the Year
award at the Ingram Micro ONE Innovation Summit. This accolade recognized Oreta's holistic solutions, including
security bundles based on Microsoft Sentinel, Copilot Assessments, and initiatives driving Azure growth through
infrastructure migration and AI adoption.
With a proven track record of optimizing costs, streamlining operations, and enhancing network performance,
Oreta stands out as a go-to partner for businesses aiming to embrace secure and modern digital ecosystems.
With a track record of delivering over 150 cloud projects and managing more than 1,400 network sites, Oreta
continues to drive business transformation through agility, innovation, and enhanced user experiences. We are
passionate about living and breathing our 4 Core Values which are at the heart of our culture:
About Role
As the Service Delivery Manager, you will have experience of working at an organisation where we value
excellence, demonstrating initiative, collaboration and having fun.! You will bring excellent all-round IT
Infrastructure knowledge and skills, with an analytical, client focused, quality approach to your work. Your key
responsibility is to ensure the highest level of operational service delivery within the contracted terms and
conditions. You will be the point of contact for clients in relation to the provision of services and be responsible
for aligning the customers' requirements and expectations with our service levels.
Essential Criteria 8-15 years relevant industry experience
5+ Years' Experience working, managing and adhering to defined SLA's in a Managed Services
Environment
Excellent all-round client facing skills with the ability to communicate technical information to a variety
of audiences both face to face and over the phone
In-depth understanding of Service Management as per ITIL standards
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Excellent all round interpersonal and business communication skills with the ability to work confidently
in highly responsive and collaborative team environments
Experience with proactive account management
Good all-round knowledge across Cloud, Systems and/or Networking technologies
Good all-round IT Infrastructure support experience
Good business acumen and ability to negotiate with business stakeholders for desirable outcome
Strong customer orientation and able to manage customer expectations
Flexibility to adjust to multiple demands, shifting priorities, ambiguity, and rapid change
Comfortable working in a Project-Ops environment with excellent communication and networking skills
able to effectively manage and influence senior leaders as well as a broad range of stakeholder
Building trust with senior stakeholders in times of pressure.
Highly regarded/Desirable Criteria
A relevant Industry Certification or Qualification in service management and cloud technologies though a
depth of experience in a relevant role will also be considered)
Responsibilities (not limited to) include
Ensuring that all customer requests and incidents are responded to and resolved within defined SLAs
Serve as an escalation point for customer concerns if/when they arise
Conducting monthly and quarterly operational meetings with the customer providing key observations,
identifying risks and issues and areas of improvement
Conducting quarterly/6 monthly meetings with senior customer stakeholders providing observations on
trends
Identify appropriate resolution to achieve client satisfaction in a timely manner and maintaining high CSATs
Enforce standard methodologies, processes and tools
Synthesize and communicate operational and business issues on an on-going basis, manage the customers
awareness of major business and IT issues, and help to prevent escalations and add value, where possible
Stakeholder management up to C-level
Identify, manage and resolve complex issues, preventing escalations, where possible
Must make decisions, such as prioritize relationships to develop, negotiate with customers and overcome
obstacles
Drives operational improvements and efficiencies through the implementation of rigorous process and
controls, acts as a gatekeeper for quality
Develop Service Improvement plans for customers
Identify potential opportunities for incremental revenue growth within an account
Manage Major Incidents and emergency changes
Contributing to the growth and improvement to Oretas managed services practice
Supporting sales/pre-sales in managed services proposals/bids
Supporting marketing in managed services collateral
Conduct regular 1:1 briefings with the team on an on-going and regular basis
Benefits and Perks
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Oreta takes pride in providing a service of excellence to our customers and looking after our employees who
enable our business to succeed.
The successful applicant will enjoy working with friendly and highly driven people (the Oreos), where ideas are
always welcome and ongoing training and development is strongly encouraged. Employees are being offered
several learning opportunities including technical certification sponsorships and appreciation rewards and
awards.
The renumeration will be negotiated and based on the relevant skills and experience of the successful applicant.
If you are interested in a long-term career with potential to develop and grow with the business and are available
to start immediately, then we look forward to hearing from you.
Other
Short-listing and interviews for this position will commence immediately.
NOTE: Oreta will not receive any unsolicited resumes from recruitment agencies and will not pay any related fees
for such resumes.
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Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: OretaLocation(s): Mohali, Chandigarh
Keyskills: Service Delivery Management CMDB Management ITIL Framework IT Service Management IT Service Delivery Management Service Level Agreement
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