Service Delivery Director

Zensar is a leading digital solutions and technology services company that specialises in partnering with global organisations across industries in their Digital Transformation journey. Zensar’s Return on Digital® strategy has enabled customers to look beyond current investments towards realising visible business benefits in their digital transformation journey.

If you’re looking for a workplace where associates realise and contribute to their full potential, are recognised for the impact they make, and enjoy the company of the people they work with, then you’ve come to the right place!

Roles and Responsibilities.

Service Delivery Management –

• 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 meets agreed-upon SLAs (Service Level Agreements) and KPIs (Key Performance Indicators).
• Develop and maintain detailed project plans, timelines, and budgets, ensuring projects are delivered on time and within budget.
• Manage client escalations, ensuring that issues are resolved promptly and to the client's satisfaction.
• Identify opportunities for account growth and work closely with sales and account management teams to capitalize on them.
• Review proposed modifications on project plans, including meeting with interested parties to approve and implement beneficial changes.
• Anticipate details of transformation deals and opportunities by communicating directly with customers and staying informed of relevant trends and industry news/Account mining.
• Experience handling vendors from a reporting, Procurement, and service management perspective

Financial Management:

• Monitor financial performance, ensuring that delivery costs are within budget and profit margins are maintained.
• Identify and implement cost-saving initiatives without compromising service quality.
• Handle all Invoicing matters for Project activities and co-ordinate between Finance team and customer.

Continuous Improvement –

• Stay up to date with the latest trends, technologies, and best practices in cloud computing and cybersecurity.
• Identify opportunities for innovation and work with the technical teams to implement new solutions that enhance service delivery.
• Foster a culture of innovation within the delivery team, encouraging the exploration of new tools, techniques, and approaches.
• Drive Automation across the accounts.

Analytics:

• Develop and deliver regular reports on service delivery performance, including metrics on availability, reliability, and security.
• Analyze service delivery data to identify trends, issues, and opportunities for improvement Technical
• Must have Executed cloud, Security and data centre infrastructure projects covering all stacks starting from perimeter network, multi-cloud, Virtualization stack, server stack, office 365, Cloud migration, BCP & DR, DevOps backup & recovery projects
• Proven, good knowledge of Cloud, data centre & security infrastructure technologies (VMware, Checkpoint, F5, Palo Alto, Extreme)
• Understanding of the latest Cloud, data centre security & cybersecurity technology
• Must have executed large transformational deals which involved data centre migration/Consolidation, End-user services transformation

Education / Qualifications

• Preferably ITSM/SIAM certified
• Proven 18 to 20 years of experience in managing Cloud, Infrastructure, security operations and
• projects/programs in the infrastructure space