SDM

Responsible for Data Center Infrastructure critical process service delivery function, leading team of Colleagues and Contractors.

Ensures that availability of Data Center services are monitored effectively and that identified actions to maintain or improve levels of service are implemented.

Meet the capacity of delivery of HCL in agreement with the service catalog agreed with the customer

You will be the pivot link between the customer and the technical teams and other architects

Extremely strong Customer management skills and a proven track record (at least 10+ years) of how to drive strategic partnerships to success in a complex and global Data Center environment.

Ensures relevant incidents and problems are classified, prioritized, resourced, remedied and that preventative measures are taken to avoid reoccurrence and establishing effective communication between stakeholders for post-incident reviews.

Managing customer escalations and providing executive-level reporting to ensure customers are kept informed during major incidents and outages.

Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.

Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.

Taking accountability for Data Center service delivery performance, meeting customer expectations, and driving future demand.

Collaborating across multiple teams to drive efficiencies both up and down stream within the lifecycle of a project.

Providing and presenting accurate and regular reports on performance of the service delivery.

Drive meetings with customers , Architects, SMEs and other stakeholders

Proven track record of effectively managing budgets

Demonstrated expertise in managing operations and technical resources

Extensive experience in delivering high-quality services within a datacenter environment

Exceptional client-facing and stakeholder management skills, with a proven track record of building relationships at senior levels

Service Owners will take accountable for ensuring –

Product / Tech roadmap aligned with OEMs product roadmap release

Yearly upgrade calendar for end-to-end service (Service owner will drive all upgrades for their product)

Software release management as per contract - 6 months after vendor release ready for ordering

Infra asset hardware refresh every 5th year / end of OEM support

Budgeting for hardware / software and manpower for software or hardware refresh

Planning and tracking all products / asset to ensure they are refreshed in a timely manner

Meets the defined measurements agreed for Lifecycle activities

Remediate Vulnerability Backlog and remove vulnerability's according to key measurements