Service Delivery Management - SAN Storage

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.