Zensar Technologies - Director - Service Delivery Management

Role : Director - Service Delivery Management Job Description : Roles and Responsibilities : - Oversee the end-to-end delivery of cloud infrastructure and security services to ensure alignment with client requirements and organizational goals. - Ensure the delivery of services consistently meets or exceeds agreed-upon Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). - Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time, within budget, and to the highest quality standards. - Effectively manage client escalations, ensuring that issues are resolved promptly, efficiently, and to the client's complete satisfaction. - Proactively identify opportunities for account growth within existing client engagements and work closely with sales and account management teams to strategically capitalize on these opportunities. - Review proposed modifications to project plans, including proactively engaging with interested parties to evaluate, approve, and implement beneficial changes. - Anticipate the details of complex transformation deals and future opportunities by maintaining direct communication with customers and staying informed of relevant industry trends and news (Account mining). - Possess significant experience in effectively handling vendors from a reporting, Procurement, and service management perspective, ensuring optimal vendor performance and value. - Diligently monitor financial performance related to service delivery, ensuring that delivery costs are consistently within budget and established profit margins are maintained. - Identify, champion, and implement effective cost-saving initiatives without compromising the quality or scope of service delivery. - Take ownership of all Invoicing matters related to Project activities, ensuring accuracy and timely processing, and effectively coordinate between the Finance team and the customer. - Maintain a comprehensive and current understanding of the latest trends, emerging technologies, and industry best practices in cloud computing, cybersecurity, and service delivery management. - Proactively identify opportunities for innovation within service delivery processes and collaborate closely with technical teams to implement new solutions that enhance efficiency and client value. - Foster a culture of innovation within the delivery team, actively encouraging the exploration and adoption of new tools, techniques, and strategic approaches. - Drive the implementation of automation across client accounts to improve efficiency, reduce manual effort, and enhance service reliability. - Develop, implement, and deliver regular, insightful reports on service delivery performance, including key metrics related to availability, reliability, security posture, and client satisfaction. - Thoroughly analyze service delivery data to identify trends, recurring issues, and opportunities for proactive improvement and optimization of service delivery processes. Technical Skills Required : - Must have a proven track record of successfully executing complex cloud, security, and data center infrastructure projects covering all technology stacks, including perimeter network, multi-cloud environments, virtualization stacks, server infrastructure, Office 365 deployments, cloud migration strategies, Business Continuity and Disaster Recovery (BCP & DR) solutions, DevOps initiatives, and comprehensive backup & recovery projects. - Possess proven, in-depth knowledge of core Cloud, data center, and security infrastructure technologies, including platforms such as VMware, and security solutions from vendors like Checkpoint, F5, and Palo Alto Networks, and Extreme Networks. - Maintain a strong understanding of the latest advancements in Cloud, data center security, and broader cybersecurity technologies and trends. - Must have demonstrable experience in successfully executing large and complex transformational deals that involved significant data center migration and/or consolidation efforts, as well as end-user services transformation initiatives. Education / Qualifications : - Preferably certified in ITSM (IT Service Management) and/or SIAM (Service Integration and Management). Experience : - Proven track record with 18 to 20 years of extensive experience in managing Cloud, Infrastructure, security operations, and complex projects/programs within the infrastructure domain. (ref:hirist.tech)

Location: pune, IN

Posted Date: 5/11/2025