SDM - Infrastructure
cgi group · Bengaluru · onsite · Posted 55d ago
Undisclosed10–15 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
Key Responsibilities
Service Delivery Management
Client Stakeholder Management
Governance Reporting
Financial Commercial Management
Operational Governance Service Excellence
Requirements
Job Information
Skills
We are seeking a highly skilled and motivated individual to join our team as a Service Level Management (SLM) Reporting Specialist focusing on Infrastructure Support. The ideal candidate will be responsible for managing service level agreements (SLAs), developing comprehensive reports, and leveraging data analytics tools to enhance the efficiency and effectiveness of our infrastructure support services. Proficiency in Power BI, advanced Excel, automation, and coding is essential for success in this role.
Key Responsibilities
Service Delivery Management
- Own overall service delivery and operational performance for assigned client accounts.
- Ensure adherence to SLA, OLA, KPI, and contractual commitments.
- Monitor service performance, incident trends, backlog, and customer experience metrics.
- Drive continuous service improvement initiatives to enhance operational efficiency and service quality.
- Lead weekly, monthly, and quarterly service reviews with clients.
- Manage end to end IT infrastructure service delivery across datacenter, servers, cloud, network, security, and workplace services.
- Act as the primary customer interface for service performance, escalations, governance, and service improvement initiatives.
- Conduct periodic service reviews, governance meetings, and operational performance discussions with clients and stakeholders.
Client Stakeholder Management
- Act as the primary point of contact for client stakeholders and leadership teams.
- Build strong relationships with customer management and business stakeholders.
- Manage customer expectations and ensure high levels of customer satisfaction.
- Provide regular operational updates, risk assessments, and improvement plans.
- Lead executive level governance meetings and business reviews.
Governance Reporting
- Prepare and present service reports, dashboards, and executive summaries.
- Track service trends, risks, compliance, capacity, and availability metrics.
- Drive governance cadences and action tracking.
- Ensure audit and compliance requirements are met
Financial Commercial Management
- Manage service related billing, forecasting, and resource planning.
- Identify opportunities for optimization and cost efficiencies.
- Support contract renewals, service enhancements, and account growth initiatives.
- Assist account teams in identifying upsell and cross sell opportunities.
Operational Governance Service Excellence
- Ensure agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and availability targets are consistently achieved.
- Lead Incident, Problem, Change, and Service Request Management processes in alignment with ITIL best practices.
- Drive Root Cause Analysis (RCA) for critical incidents and implement permanent corrective and preventive actions.
- Coordinate cross functional teams to ensure seamless service execution and operational stability.
- Support service transitions, transformations, and onboarding of new infrastructure services.
- Collaborate with OEMs, vendors, and strategic partners to ensure seamless service delivery and issue resolution.
Requirements
- 10+ years of experience in IT Infrastructure Service Delivery, Operations, or Managed Services.
- Proficiency in Power BI, advanced Excel, automation, and coding is essential for success in this role.
Job Information
- Job Title: SDM Infrastructure - Associate Consultant
- Experience: 10+ Years
- Location: Bangalore
- Employment Type: Full Time
Skills
- English
- Client management
- Communication
- Delivery management
- Governance
- Operations Management
Sourced from naukri
Skills
Customer ExperienceAutomationcustomer satisfactionservice deliveryService RequestAnalyticsData AnalyticsSLAPower BiOnboardingStakeholder ManagementOperations ManagementUpsellIT InfrastructurecomplianceForecasting
About CGI Group
cgi group
IT Services & Consulting
19.0k+
employees
1976
50 years old
Bangalore / Bengaluru, Karnataka
India
₹11.9L PA avg
Avg at CGI Group
About
CGI is among the largest IT and business consulting services firms in the world. We are insights-driven and outcomes-based to help accelerate returns on your investments.
Industries
IT Services & ConsultingMarketing & Advertising
Employee ratings
10 reviews
4.0/ 5
Culture
2.9
Career growth
2.2
Work-life
3.7
Employees rate it well for
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