Service Delivery Manager

Job description

about the role

Job Purpose: Ensure capacity analysis is performed on and proper investment in specific customers infrastructure is anticipating properly and proactively according to contractual agreements and business needs, as well as contributing in achieving capacity management objectives according to both GBP and MSC directives and guidelines.
Key Tasks and Responsibilities:

 

- Ensure capacity management is done on a continuous basis to both optimize the current infrastructure & anticipate future needs based on business forecast for assigned Customer/Service
- Monitor regularly assigned Customer/Service infrastructure platforms capacity and ensure to proactively detect and fix any capacity issues, and prevent it from happening within contractual terms.
- Escalate and report proactively capacity trends and performance indicating a future or an existing problem and contribute in solving the problem.
- Represent assigned Customer/Service in Infrastructure LoB in Capacity Management meetings if infrastructure is required to attend or to be represented.
- Work and interlock closely with teams in Egypt, France & India as with relevant stakeholders such as SDMs, TOOs, TIOs, Engineering & BU’s members.
- Build and Contribute in the change advisory board (CAB) to support the change management team by approving requested changes and assisting in the assessment and prioritization of changes.
- Update dashboards in regular bases that enables a clear vision using historical data analysis, business forecast, and activity model; within 3 - 6 months on level of investment to be anticipated to support business evolution to avoid negative impact on services.
- Ensuring capacity management process is applied and its best practices are implemented.
- Build and contribute in Capacity service improvement plans (SIPs).
- Build and contribute in Capacity management plans documentation for assigned Customer/Service
- Contribute in audits & certification renewals (ISO20000, SAS70, Customer audits) when capacity management process is required to be audited and/or presented.

about you

- In depth understanding of service management based on ITIL V3.
- 3 years of experience in change & capacity management based on ITIL V3.
- In depth understanding of reactive/proactive capacity planning & anticipation.
- 2 years of experience in Service Design especially capacity management.
- 5 years of experience in managing Infrastructure products & technologies including knowledge and experience on LAN, Windows & Linux Operating Systems, Servers, Backup & Storage devices such as EMC Avamar, EMC Data Domain, EMC Networker, EMC DPA, HDS, Netapp Filers, NetApp NetBackup, Quantum, Symantec Netbackup.
- A good understanding of IT solutions in messaging, infrastructure and application management lines of business.
- Excellent leadership and interpersonal skills.
- Excellent verbal & written communication and negotiation skills.
- Self-starter, self-motivated, proactive, able to take initiative & work in a team

additional information

¿ Educational background:
- Computer, Comm., or Electronics B. Eng, B.Sc. or B.A/MIS degree.
- Must be ITIL V3 Foundation certified.
- Preferably project management certified.

¿ Professional Experience:
- 5 years of experience in Cloud , Infrastructure products & solutions in ITIL environment.
- 2 years of experience in capacity management in an engineering team.
- English is mandatory, French is plus

department

Orange Cloud for Business

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular