Service Delivery Manager

Job Description

Noventiq is hiring!

Noventiq (Noventiq Holdings PLC) is a leading global solutions and services provider in digital transformation and cybersecurity, headquartered in London. The company enables, facilitates, and accelerates digital transformation for its customers’ businesses, connecting 80,000+ organizations across all sectors with a vast selection of best-in-class IT vendors, alongside its own services and solutions.

Noventiq delivered record gross revenue of $1.6 billion for the 12 months to March 31, 2023, an increase of 52% in constant currency. The company’s growth is underpinned by its three-dimensional strategy to its markets, portfolio, and sales channels. The strategy is supported by an active approach to M&As which enables Noventiq to take advantage of the ongoing consolidation in the industry. Noventiq's 6,400 employees work in approximately 60 countries throughout Asia, Latin America, Europe, Middle East, and Africa - markets with significant growth potential.

One of the largest SI’s in India with revenue close to 700M$ and growing to 900M$.

3500+ Employees in India for India.

Total 28 Offices in India across North, South, West & East.

1000+ Resident Engineers across India.

2500+ technical resources in India for India.

Technology partnerships with Top 3 Cloud Solution Providers, Top 3 Infrastructure companies, Top 10 Cybersecurity companies.

Enviable customer base: 4 of Top 5 Banks, 3 of Top 5 IT companies, 3 of Top 5 BPO’s, 3 of Top 5 Pharma companies.

Largest partner to Microsoft with combined infeed of US$600M about 25% of Microsoft India revenues.

About You:

7+ years of experience working in a customer facing technical service delivery or support role (design, implementation, consulting, infrastructure, and/or cloud service system administration).

Experience in managed service delivery management.

Experience with virtualization, distributed networks and/or cloud computing of scale

High level of comfort communicating effectively across internal and external organizations.

Knowledge of networking protocols such as HTTP, DNS and TCP/IP.

Previous or current experience in an engineering support technical role (systems or network administration/operations or similar).

Experience with virtualization, distributed networks and/or cloud computing of scale.

Experience in managed service delivery management

Must Have:

Technical complex troubleshooting skills in infrastructure services (OS, networking, cloud).

Previous or current experience in an engineering support technical role (systems or network administration/operations or similar).

Ability to manage multiple tasks and projects in a fast-moving environment.

Presentation skills; high degree of comfort with both large and small audiences.

High level of comfort communicating effectively across internal and external organizations.

The ideal candidate must possess customer facing skills to represent Umbrella well within a customer’s environment and drive discussions with senior personnel regarding incidents, trade-offs, best practices, and risk management.

Client Communication and Presentation experience.

Soft Skills

Excellent communication and conversation skills (Verbal and Written.)

Good documentation skills.

Should have a great customer handling skill.

Able to handle unforeseen situations.

What you ‘ll do:

Service Deliver Manager/ Project Manager is engaged with the client account level and is a trusted adviser, providing visibility, service reviews and reporting through all phases of the implementation life cycle.

The successful candidate will be working closely with other Umbrella teams to ensure that all changes to a customer’s environments are smoothly carried out while meeting capacity needs and service level agreements.

Earn a Trusted Client Advisory relationship with our clients and team.

Work with customers to provide visibility and guidance around their Services account through regular Operational Service Reviews and Reporting.

Work with the customers on operational and tactical issues.

Be involved in the change management process of the customer’s environment to ensure success and service up-time.

Work with application owners to develop and standardize test, upgrade, and release management processes.

Go “toe to toe” with customer technical stakeholders on most issues.

Be the voice of the customer and work with internal Umbrella resources to ensure that the customer’s SLA’s are met.

Raise internal awareness of customer impacting bugs and/or issues and drive the appropriate prioritization for fixes and/or responses.

Participate in customer requested meetings (onsite or via phone).

Provide oversight of escalation, prioritization, and drive customer communication during critical events.

Be available outside of business hours to help coordinate handling of urgent issues as needed

What we offer:

Insurance – Group Medical Coverage, Group Personal Accident, Group Term Life Insurance

Rewards and Recognition Program, Employee Referral Program, Wellness Program and CSR Initiatives

Maternity and Paternity Leaves

Company Sponsored Certification Program

Learning/Development Courses, Cross Skill, Mentorship and Leadership Programs

Quarterly Performance Feedback Sessions

Savings, Investments and Retirement Benefits

Flexible Work Hours, Work from Home, Remote Working, Hybrid Working

Company Onsite / Fun Events