Service Delivery Manager (Network Team)

Location: Mumbai, India

Position Type: Full-Time

If you would like to apply for this position,
please send your resume to us at jobs@continuum.net

Mandatory Requirements

  • 7+ years of total related experience.
  • English: Fluent, excellent written communications skills.
  • Proven success in building and leading a strong team.
  • Track record of growing businesses or service lines profitability through systems capabilities and efficiencies.
  • Experience in Network support & development.
  • Strong Network Technical knowledge.
  • Knowledge of integrating networking products with dashboards/alerting etc.

Job Description

  • Manage the team providing Network services.
  • Handle all areas of operations/delivery including Incident Management, Problem Management, Request Fulfilment, Capacity Management, Change Management, Availability Management etc.
  • Provide technical leadership and guidance.
  • Monitor and measure SLAs for the project.
  • Develop and monitor KPIs of team members.
  • Strong analytical abilities.
  • Work closely with other departments/organizations and collaborating with other IT staff for day to day operations and project work. Run day to day Network Operation Centre Business functions on 24*7 basis.  
  • Handle escalations and provide support to Shift leads and other team members.
  • Focus on incident reduction activities and assist in creation of Service improvement program.
  • Keep track of Risk, issues, SLA and ensure compliance.
  • Lead weekly and monthly governance calls / report.
  • Maintain and enhance processes, policies and procedures as required.
  • Analyse various processes & recommend modifications in meeting customer needs and other external strategic demands.
  • Lead client initiatives for value-added services and out-of-the-box approaches.
  • Review and optimize service delivery framework (tools, processes, and people).
  • Develop and grow the team consistent with company growth.
  • Should be well aware of SLA’s/Monitoring/Quality etc.

People Management skills requirement

  • Oversee the management of resources for the given line of business in service delivery in a 24* 7 operations.
  • Plan and Manage Monthly Shift roster to meet the SLA’s.
  • Review the need of resources and skills with in the team and plan for skill development programs (technical as well as soft skills).
  • Mentor and conduct training programs as necessary.
  • Identify and develop high potential employees in order to build operational bench strength and excellence.
  • Create and present annual evaluations, performance development plans, KRA.
  • Foster teamwork and show commitment to team objectives, promotes collaboration and removes obstacles.

Communication skills

  • Facilitate team and client meetings effectively.
  • Hold regular status meetings with project team.
  • Keep project team well-informed of changes within the organization and general corporate news.
  • Effectively communicate relevant project information to superiors.
  • Deliver engaging, informative, well-organized presentations.
  • Resolve and/or escalate issues in a timely fashion.
  • Understand how to communicate difficult/sensitive information tactfully.
  • Continually seek opportunities to increase customer satisfaction and deepen client relationships.

Desired Skills

  • Experience in leading a team of 30+ members (directly / indirectly) in a global environment.
  • Certified in ITIL/Lean/Six Sigma
  • Knowledge/Certifications in Network related (A+, CCNA, Microsoft)
  • Experience in handling US Customers.
  • 24 x 7 availability during escalations.

Educational Qualification

  • Any graduate

Experience

  • 7+ years in relevant work.

About Continuum

Continuum provides a leading SaaS-based managed services platform that managed services providers (MSPs) use to efficiently backup, monitor, troubleshoot, and maintain desktops, servers and other endpoints for small-and-medium-sized businesses. The comprehensive platform provides an intelligent remote monitoring and management (RMM) solution and an advanced backup and disaster recovery (BDR) offering - all integrated with an industry-leading network operations center (NOC) and U.S.- based world-class Help Desk, delivering a single, unified managed services experience.

The company currently employs more than 1,000 professionals worldwide, supports over 3,500 MSPs, and monitors more than a half a million endpoints. Continuum has also formed a non-profit foundation, called Continuum Veterans Foundation, which was established to provide financial support to local and national charities that focus on helping our veterans find jobs. The principal owner of Continuum is Summit Partners, a Boston-based growth equity firm that has raised more than $15 billion in assets. We are growing quickly and have offices in Boston MA, Cranberry Township PA, Houston TX, Thames Valley, UK and Mumbai, India.

Equal Opportunity Employer

Continuum Managed Services, LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

To apply for this position, please send your resume to jobs@continuum.net.