Service Delivery Management - SAN Storage
- Hitachi Vantara
- 10 - 18 years
- Mumbai
- 2 months ago
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Job Description
Role Overview:
The Service Delivery Manager is responsible for managing daily IT operations, ensuring SLA compliance, and leading the service delivery for assigned customer accounts. The role includes managing service performance, driving continuous improvement initiatives, coordinating with internal and customer teams, and ensuring high service quality through ITIL-based practices.
Key Responsibilities:
- Ensure delivery meets all contractual SLAs and service levels.
- Lead a team responsible for 24x7 IT infrastructure operations.
- Conduct weekly/monthly service review and governance meetings with internal and customer stakeholders.
- Act as the situation manager for critical incidents and oversee incident escalation.
- Own root cause analysis and manage service improvement plans.
- Oversee vendor management, headcount forecasting, capacity planning, and budgeting.
- Ensure audit and policy compliance using ITIL frameworks.
- Lead Continual Service Improvement (CSI) initiatives to enhance service quality, efficiency, and customer satisfaction.
- Analyze KPIs and SLAs to identify improvement opportunities across ITIL service lifecycle (strategy, design, transition, operations).
Required Skills & Experience:
- Minimum 10 years of experience in IT Delivery or Operations Management, with a strong focus on Continuous Service Improvement.
- Proven ability to manage large teams and lead service delivery in enterprise environments.
- Deep understanding of ITIL framework and ITSM practices.
- Strong technical background in enterprise IT hardware/software, preferably in data storage infrastructure.
- Experience with Hitachi Vantara Storage, Compute, and Infrastructure is a plus.
- Excellent communication, leadership, and stakeholder management skills.
- Experience in managing SLA compliance, escalations, and service reviews.
Education & Certifications:
- Bachelors Degree in IT, Computer Science, or a related field.
- ITIL Certification Mandatory
- PMP Certification Preferred
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: IT & Information SecurityRole Category: IT Infrastructure ServicesRole: IT Infrastructure Services - OtherEmployement Type: Full timeContact Details:
Company: Hitachi VantaraLocation(s): Mumbai
Keyskills: Hitachi Storage Storage ITSM ITIL Delivery Management SAN EMC Storage
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