Service Delivery Manager

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Description and Requirements

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
GSD (Global Services Delivery) is a global delivery organization responsible for delivering BMC solutions to our customer worldwide. It provides unique opportunity to meet customers and solve their business problem by consultative approach. This group is responsible for managing latest BMC technologies and making sure customers get the maximum value from their investment.    
Position Overview - This position will provide technical post-implementation/go-live services for enterprise software solutions throughout for BMC’s worldwide customers. The Application Managed Services Consultant will provide consultative operational services on BMC Client Management. The Consultant must be able to multi task in a fast-paced environment since they will be working on incidents, problems, releases, patching, upgrades, integrations simultaneously.

Key Areas of Responsibilities:
  • Responsible for successful service delivery 
  • Meet all agreed SLA’s and ensure high level of customer satisfaction
  • Ensure adoption of BMC Solution(s) within customer’s organisation
  • Manage & control day-to-day operational activities across any/all BMC Solutions
  • Incident/Problem/Change/etc.
  • Monitoring overall performance of services
  • Delivery continuous service improvements
  • Work with client’s and BMC teams (IT/Operations/Delivery/Support) to ensure delivered solution performs at the optimum level of functionality, availability and stability
  • Implement BMC best practices from Managed Services
  • Service Reporting & Stakeholder Management
  • Communicate with all stakeholders on service performance and value realisation
  • BMC PMO Administration
  • Ensure on time and accurate Burnsheet, Status Reports, OpenAir Administration
SDM’s are required to manage one or more Managed Service engagements (depending on the size of the engagement). 
  • Work closely with customers and project teams to provide a smooth transition to Managed Services.
  • The objective is the achievement of profitable, on budget, meeting agreed SLA’s that meet or exceed stakeholder expectations. - Effective communication and work with diverse business units, to managed services 
  • The SDM applies best service management practices based on BMC methodologies and industry standards such as the Project Management Institute (PMI) 
The services managed by SDM’s are a primary source for the harvesting of best practices for reuse on future engagements.
  • End-to-end management of execution including Due Diligence, Knowledge Transition, scope, time, cost, quality, communications, risk, and procurement. 
  • Perform due diligence and discovery during presales/post sales processes. 
  • Scope and size opportunities by working with customers and Services Sales team in defining preliminary business solution requirements. 
  • Participate in competitive bid teams and RFP responses.
  • Support pre-sales efforts in regards to coordination and planning. 
  • Complete necessary quality reviews for contract delivery (i.e. QA process checks).
  • Assist in negotiating and closing Services contracts that meet revenue and profit margin requirements and appropriate guidelines 
  • Commence project start-up process upon execution of contracts including: set-up in professional services application; secure resources; establish plans; and schedule kick-off meetings. 
  • Perform initial risk assessment and document risk mitigation plans and contingency procedures with the project team and maintain throughout life of the project. 
  • Publish and execute a communication plan to all project constituents including customer executive sponsor, customer project team, BMC account team and BMC management. 
  • Report project status to stakeholders on a weekly basis both verbally and written. 
  • Validate hours worked, expenses incurred and dollars invoiced to ensure compliance with contract terms and BMC policy. 
  • Validate proper invoicing techniques and ensure customer invoicing accuracy for work performed. 
  • Ensure timely entry of time and expense reporting by project consultants 
  • Utilize effective change control practices to manage scope, customer expectations, timelines and budgets. - Enforce and manage all change orders.

Position Requirements:
  • 7-14 years of experience in the IT industry with at least 4 years of Service Delivery experience for worldwide enterprise customers across Banks/Insurance/Telecom/Manufacturing/Health Care/Automobile, etc. domains
  • Has a very good understanding of PM tools like Microsoft MPP, Budgeting , expense management , expectation management, customer relationship
  • Very good understanding of ITIL practices (Emphasis on Service Transition, Service Operations and Continual Service Improvement)
  • ITIL Foundation Level Certification – Must
  • ITIL Practitioner/Intermediate Level – Good to have
  • ITIL Expert/Master – Optional
  • Very good functional understanding of Service Desk, Incident Management, Problem Management, Change Management, Release Management processes
  • Customer facing experience working in an Onsite: Offshore model with leading IT Services companies
  • Working knowledge of Project Management Practices (e.g. PMI, etc ), 
  • PMI Certification (A plus).

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

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