Role - Service Delivery Program Manager
St. Louis, MO (Onsite Day 1)
Full Time
Job Responsibilities
Manages mission critical deliveries which includes 24x7 service operations for a strategic account
Leading managed services for infrastructure technical services such as Enterprise Networking and Unified Communication
Should be able manage all stake holders (Like Resources, customer C level and management
Performs resource planning, tracking and oversight to ensure service delivery as per KRA, KPIs and SLAs within budget, on scope and first time right
Present frequent status reports with highlights / low lights
Leading from front attitude, having continuous quality communication with customer stakeholders to ensure high CSAT rating
Track service delivery performance against defined SLAs and KPIs Bring in service improvements with innovation and automation
Regular team meetings, engage and manage team members from multiple organizations, vendors and subcontractors, obtain vendor/subcontractor quotes, engage vendors/subcontractors and release project team resources.
Oversee project deliverables to ensure performance to schedule and budget are met
Evaluate actual hours performed to planned hours and deliverables to the quality expectations
Exercise change process against the project objective, update project deliverables and obtain acceptance from identified project stakeholders
Participate Major incidents, change management and ensure issues are resolved as per SLA
Root cause analysis and proactive measures to prevent reoccurrence of issues
Manage customer escalation and periodic calls
Track and manage project risks proactively
Participate deal proposal building and defense presentations
Interact with CxO / senior management in customer organization
Ensures 100% compliance to the defined processes
EXPERIENCE PROFILE
15+ years
Experience in Project Management in network related projects
Must have experience in managing service delivery for ACV $3M+
At least 2 3 years of experience in managing service delivery for Infrastructure Operations including Network and Unified Communication domains
Must have worked in large organizations with distributed (Onsite/offshore) delivery model
Strong financial tracking experience
Must have worked in PMO environment
ITIL certification preferred