Dell Sr Manager, Service Delivery_179555BR in Hopkinton, Massachusetts
Sr Manager, Service Delivery_179555BR
Job ID R08106
Date posted 10/12/2017
Location Hopkinton, Massachusetts
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This position is a critical part of the onsite Managed Services team. The Delivery Manager's role is one of the most significant on-site role and is responsible for both the operational performance of the customer's storage and cloud infrastructure and the client relationship. The Delivery Manager is responsible for ensuring that the MS (ITIL based) processes are followed at all times and that Virtustream consistently meets or exceeds the Service Level Agreements that have been negotiated with the client. Those chosen for this role must have a variety of skills, including technical, communications, process, and financial. Delivery Managers will have a history of managing in a performance based environment and a strong background in managing and motivating teams in a matrix environment. Fundamentally, the Delivery Manager must have the following three competencies: 1. Technical competency (Storage / HW Infrastructure) in the data center/storage arena; 2. Process skill and analytics; and 3. Communications and management skills.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Primary interface for all client contact related to the services contract
Primary P&L accountability for the performance of the service contract
Responsible for ensuring that Virtustream complies with the SLAs in place with the client
Managing the storage administration team that handles the day to day operational assignments of the storage infrastructure for which Virtustream is responsible
Enforcing compliance with established policies, practices, and processes defined by Virtustream for managing storage
Analyzing and reporting actual to contracted SLA performance levels
Analyzing the operation for continuous improvement
EMC Proven Professional Certification desired.
SKILLS/CRITICAL HIRING CRITERIA
Leadership of storage / infrastructure teams including management of any remote support teams.
Experience with delivery services and transitional services.
Interface with Executive Sponsors and run Program Meetings.
Ability to lead, motivate and direct a workgroup.
Ability to prioritize projects and deliverables.
Ability to influence others to achieve results
Possesses operational command of the business
Possesses strong product/technology/industry knowledge
Ability to manage in a matrix environment
Strong presentation skills