Sr. Manager Operations (Service Delivery Manager)

We need an Operations Sr. Manager /Director who knows ticketing and operational processes.

We are looking for a person with years of running operations and helpdesk teams who is very particular about Process adherence and expediting resolutions while maintaining the service excellence we deliver.? 

• Some Qualifications :This person will need to have-ITIL 4.0 Certification. 
• 5+ Years running MSP operations supporting the Fortune 500 enterprise environments 
• Strong Technical knowledge of the cloud. 

• Strong collaboration and communication skills 
• A focused approach to process and process adherence 
• The ability to create a plan/vision for operations teams as well as 
• A servant leadership approach that is collaborative but firm 
• Jira / ServiceNow experience 

Duties and Responsibilities 

• People Management and manage resources, both individual contributors and 1st line managers 
• Must understand the technical components of client server relationships and strong experience in managing tough customer conversations. 

• Hands on experience with minimum 2 Public Cloud environments like AWS, Azure , GCP 
• Ability to manage multiple projects / programs and influence cross functional contributors 
• Clear and concise written and verbal communications skills; ability to communicate with stakeholders effectively 
• Ability to build and maintain relationships with internal departments to enable cross functional relationships (engineering, service delivery and product) 
• Analytical ability to establish baselines and deviation from baselines in a clear manner 

• Manage and coordinate day to day activities of the Cloud Infrastructure and Cloud Automation teams in a global support model and continuously keep goals and deliverables. 
• Support management of colocation data centers, AWS / Azure / GCP cloud environments, and automation platforms to ensure operational excellence. 
• Provide guidance for resource management and operations coverage for 24x7 infrastructure hosting. 
• Guide engineers developing automation to provision and manage infrastructure resources in a diverse, hybrid cloud environment. 
• Support continued refinement and expansion of infrastructure health monitoring and incident response. 

• Develop and grow the team through recruitment, trainings, challenging assignments, and rewards/recognition on consistent basis. 
• Ensure teams follow the established change and incident and change management processes. 
• Understand and continuously recommend improvements to Cloud Operations processes, documentation, and tools. 
• Obtain and keep up to date the organizational and technical knowledge required to perform the role. 

Soft Skills: 

Client relationship skills and experience managing vendors 
excellent writing and verbal communication skills 
Customer service focus with the ability to convey complex technical concepts in plain English. 
4 Year degree preferred 
AWS Developer associate Certifications - preferred 
Ability to understand and adhere to Information security requirements of the organizations and the specific responsibility assigned. 

ITIL 4 Managing Professional Certifications 

ITIL 4 Specialist: Create, Deliver, and Support 

ITIL 4 Specialist: Drive Stakeholder Value 

ITIL 4 Specialist: High-velocity IT 

ITIL 4 Strategist: Direct, Plan, and Improve. 

ITIL 4 Strategic Leader Certifications? 

ITIL 4 Strategist Direct, Plan, and Improve 

 ITIL 4 Leader Digital and IT Strategy.