Job Description

The Infrastructure Delivery Manager will be responsible for managing the on-going program within the Framework Contract.
This role focuses on delivery of high quality and reliable technology infrastructure services in line with business needs.

• Key focus area - Service Delivery and Stakeholder Management.

• Maintaining end-to-end accountability for customer satisfaction and overall delivery excellence within specific service line.

• Understanding business cycles, need to ensure that recurring business process run smoothly.

• Work with the internal teams to determine necessary activities to successfully deliver projects throughout the given service line or function.

• Managing and leading complex stakeholders towards optimal solutions while helping them understand resource constraints and prioritisation.

• Holding the teams to the highest standards, project discipline and accountability.

• Continuously improving the technical delivery model and strategy.

• Implementing and managing delivery with the associated teams.

• Delivering customer satisfaction and overall excellence by identifying opportunities (or issues) and assisting with speedy resolution.

• Initiate, build and sustain productive relationships.

• Serve as an escalation point for business team concerns if/when they arise.

• Identify appropriate resolution to achieve client satisfaction in a timely manner.

• Enforce standard methodologies, processes and tools.

• Provide leadership and direction to project team members.

• Evaluate and identify potential redundant applications, infrastructure and tools.

• You will mutualize resources, reduce TCO, centralize services and provide insight for adapting cloud services.

• As a decision-maker, need to decide what technologies will be adopted to meet future business needs, prioritize project, assemble project team, assign resource allocation, select vendor, recommend buying the IT systems using approved IT budget, etc.

• Must be able to identify appropriate product/service offerings to meet the client\'s needs.

• Must make decisions, such as prioritize relationships to develop, negotiate with customers/business teams and overcome obstacles.

• Manage multiple teams to deliver projects in alignment with customer needs with transparency to IT Services and customer stakeholders.

• Identify, manage and resolve complex issues, preventing escalations, where possible.

• Manage, negotiate and resolve project risks effectively.

• Conduct reviews weekly/monthly/quarterly with the Stakeholders.

• Manage escalations with key stakeholders.

• Initiating interaction with the business and resolving service issues while fostering key relationships.

• Ensure on-time, on-budget project delivery for the consumer business and lead execution of delivery of plan.

• Daily interaction with stakeholders is required in order to manage business processes and gain a strong understanding of the critical systems inter-dependency.

• Ensure Infrastructure service performance meets agreed targets.

• Ensure ITIL disciplines and project management standards are adopted as best practice for Service Management

• Engaged with risk and security team to ensure operational and service-related risks are managed to closure accordingly

• Proficient with Windows server 2012/2016/2019.

• Installations/ upgrades/ configuration/licensing and basic troubleshooting of Windows OS.

• Good understanding of daily tasks based around Microsoft technologies.

• Good understanding of O365, Cloud services (SAAS, PAAS), AD, DNS, DHCP, File server, Print server with major ITIL processes.

• Knowledge around Data Center concepts and technologies like network, storage and security.

• Proactively monitor the environment for capacity, stress, risk and workload and take necessary remediation steps in coordination with infra team.
• Manage Business Continuance in relation to Disaster Recovery
• Provide assistance on SOP documentation at all levels of the projects/changes/support.

• Assess and implement best practices in line with change management process

• Knowledge of SAN storage integration with virtualized hosts (like VMWare and Hyper-V).

• Identify and eliminate performance bottlenecks and making performance-related recommendations (hardware, software, configuration).

• Ability to explore automation of current tasks and drive it.

• Predicting Risk/Impact and Participating in Major Changes

• Basic or Additional Skills on ADFS and cloud technologies (AWS and Azure) will be added advantage

• Understanding of Data Center security and management.

10+ years in a corporate IT environment working with multiple disciplines to deliver projects in line with customer needs

Significant experience in a customer service role and business management role

Experience in managing external vendors with good negotiation skills

Excellent relationship building and interpersonal skills.

Strong leadership qualities and a passion for building high performing teams

Excellent IT technical skills on server, storage, network, security, voice, cloud services, server virtualization, business continuity and disaster recovery

Qualification:

Bachelor or higher degree in one of these fields.

BE/BTECH/MCA/BCA

• Certifications in Project Management,

• Familiarity with ITIL v2 or v3

Equal employment opportunity information

KPMG India has a policy of providing equal opportunity for all applicants and employees regardless of their color, caste, religion, age, sex/gender, national origin, citizenship, sexual orientation, gender identity or expression, disability or other legally protected status. KPMG India values diversity and we request you to submit the details below to support us in our endeavor for diversity. Providing the below information is voluntary and refusal to submit such information will not be prejudicial to you.