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Service Delivery Manager Location -Santa Clara, CA Completely onsite JD Experience 10-15 Years Responsibilities and Duties Process definition and ownership. Primarily the below listed processes (Event, Incident, Request, Access, Release, Change, Problem, Asset, capacity & availability management processes) Should have in-depth knowledge of ITIL framework and can comfortably articulate various stages of service lifecycle (Strategy, Design, Transition, Operation & CSI) Ability to solves complex problems using various analysis methods (Fishbone, 5 Why, Pareto analysis etc Builds and champions positive and productive relationships with stakeholders, suppliers, colleagues and users Identifies and creates solutions to solve issues and risks ? escalates to manager where required Ensure seamless delivery of technology services within agreed SLA/OLA Commercially astute ? experienced in understanding contractual obligations and working to deliver high quality on this basis Establish and report monthly on effective, actionable metrics for all IT Service Management processes Excellent MIS knowledge. Prepare Charts & reports to reflect performance and overall efficiency of operations Prepare , analyses and evaluate Data pertaining to effective operations controls Excellent knowledge on Process Excellence and Optimizations Mandate ITIL Certification Asses maturity level and provide improvement plan Qualifications BA/BS in Business Administration, Finance, Computer Science, or an equivalent combination of education and/or experience. Three to five years of progressive experience in project management. Proficiency in analytical, organizational, project management, interpersonal and communication skills (written and oral Proficiency in using project management tools (e.g. Microsoft Project) and techniques to develop project plans for software development projects. Ability to perform detail-oriented business and technical analysis to discover, refine, and document the requirements for technically-oriented projects. Customer- and relationship-focused, process-driven, metric-focused, results-oriented, organized, self-directed. Ability to multi-task and solve problems innovatively.