Service Delivery Management(Storage)
- CGI
- 6 - 8 years
- Bengaluru
- 3 days ago
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Job Description
Role & responsibilities
Service Delivery & Operations
. Own endtoend service delivery for assigned accounts or programs.
. Ensure adherence to SLAs, OLAs, KPIs, and contractual obligations.
. Monitor service performance, availability, and capacity.
. Drive incident, problem, and change management processes.
. Ensure service continuity and risk mitigation.
Client & Stakeholder Management
. Act as the single point of contact for service-related matters.
. Build strong relationships with clients and key stakeholders.
. Conduct regular service reviews, QBRs, and governance meetings.
. Manage escalations and ensure timely resolution.
. Communicate service performance, risks, and improvement plans.
. Lead and mentor delivery managers, team leads, and support teams.
. Coordinate with cross-functional teams.
. Manage third-party vendors and partners to ensure service quality.
. Support resource planning and utilization optimization.
Process & Continuous Improvement
. Implement and improve ITIL-based service management processes.
. Identify opportunities for automation and efficiency improvements.
. Drive root cause analysis (RCA) and preventive actions.
. Ensure compliance with internal policies and external standards (ISO, SOC, etc.).
Preferred candidate profile
Technical & Process Skills
. Strong understanding of IT Service Management (ITSM).
. Experience with ITIL frameworks (Incident, Problem, Change, Release).
. Familiarity with tools such as ServiceNow, Jira, BMC Remedy, etc.
. Understanding of NetApp storage support, infrastructure, application support
. Leadership & Soft Skills
. Excellent client-facing and communication skills.
. Strong stakeholder and escalation management capabilities.
. Proven people management and team leadership experience.
. Ability to work in high-pressure, SLA-driven environments.
. Strong analytical and problem-solving skills.
Education & Certifications
. Bachelor's degree in Engineering, Computer Science, or related field.
. ITIL Foundation / Intermediate certification (preferred).
. PMP, PRINCE2, or Agile certifications (good to have).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: CGILocation(s): Bengaluru
Keyskills: Service Delivery Management Netapp Storage IT Infrastructure Management IT Service Delivery IT Infrastructure Support
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