20+ years of experience in overall managed service delivery
Core Strength - Program Delivery Management, IT Infrastructure outsourcing, ITIL Knowledge, People management, Contract and Financial management
Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, storage, data centres and monitoring
Proven leadership skills with the ability to develop and communicate the program objectives and ensure its successful execution.
Responsible for overall managed service delivery and SLA Compliance.
Periodically track and assess the managed services risks and develop plans to mitigate them.
Prepare and review status reports and present the same to customer.
Ensure all the SLA and Under Pinning Contract with reference to Infrastructure services are appropriate and updated
Customer complaints - Closure of all customer complaints within SLA.
Ensure month on month improved User Satisfaction Survey Rating
Service delivery assurance to ensure maximum service availability and performance to customer s infrastructure.
Driving and implementing operations services strategy in order to achieve performance and quality.
Knowledge of the current IT environment and industry IT trends to identify the engagement and client service issues
Ensure continual improvement in customer satisfaction, delivering higher value services and productivity
Manage day-to-day 24 /7 operations to exceptional levels of service in excess of business expectations.
Participates in client presentations and discussions to present the technical solution.
Very strong understanding of current infrastructure concepts with the proven ability to manage servers, virtualization, storage, data centres and monitoring
Manages the service delivery within agreed financials/budgets
Collaborate effectively, resolving conflicts and ensuring follow through with cross-functional teams
Strong problem-solving and analytical skills leveraging all available resources
Exceptional verbal and written communication
Participate in Change Advisory Board, and major Incident and Problem reviews

Program Manager

Job Description

Required Skills