Position Title: Manager - Service Delivery Date Finalized/Last Reviewed: 3rd February 2017

(SDM)
Organization /Function: Manager role, responsible for day to day operational and project delivery for a set of customers.
Reports to: Sr. Manager – Operations and Delivery
Dotted reportee: Service Delivery Leads
Years of experience 10 to 13 years
Relevant Experience: 10 years in IT infrastructure of which 2 plus years directly working with customer and should have worked 2-3
years with current organization.
Educational Qualification: Full time Bachelors/Masters Degree in any stream (engineering background preferred).
Company Overview :
Stratogent provides managed services for on-premise and cloud hosted infrastructure. Our customers are large or mid-sized corporations,
predominantly in USA. We were founded in 2005 and operate out of Silicon Valley and Bangalore.

Customers entrust the 24x7 monitoring and management of their entire infrastructure stack to Stratogent so they can focus on the
application functionality or business level projects. Stratogent is among the few managed service providers with true hybrid cloud
expertise. Customers ask us to extend or migrate their infrastructures between datacenters, AWS, Azure cloud as well as Office 365. We
wrap the compute-storage-network platform with our monitoring, backup and security operations services that cover all the 24x7
requirements of running an enterprise grade application.

Job description:
 The primary responsibility is to interface with customers for daily operational and project needs
 Delivers contracted services by attending customer meetings, status communications, periodic reporting, complete project
management, etc.
 Through ticket assignments, task listing, prioritization and workload balancing ensures technical resources have clarity of what
they need to execute day to day

Business Relationships:
 Constantly communicates with Customers
 Establishes good working relationships with US peers and India associates

Key Responsibilities:
Customer Interaction
 This is primarily an outbound role i.e. activities you will be responsible for will directly involve customers or a representative at
our US office, and is communication heavy rather than troubleshooting or task execution
 Attend scheduled meetings (conference calls) with customers and US counterparts for regular work planning and projects.
Sometimes will be the primary driver of these meetings i.e. responsible for coming up with the proper agenda items and lead the
conversation, prepare and circulate minutes of meeting.
 Develop and maintains a professional and effective relationship with customer representatives
 Customer onboarding and customer satisfaction
 Assist leads and others in getting the query clarified from customer
 Take customer feedback, analyze and suggest required changes in process and quality

Process Leadership
 Reporting: Responsible for service level agreement (SLA) adherence and reporting to customer and Stratogent management.
Compile the required reports (monthly ,weekly or quarterly)
 Excellent communication on the issues to technical team, leads and managers, Ensure other managers & leads are aware of the
changes which are being planned in the near future
 Identify or Escalate issues to the DM , if the technical delivery is not happening as per the expectations
 Shift handover utilizing email and other tools to the next shift SDM with the details of task status (pending/complete), status of

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 project work or any other important communications

Project Management
 Project planning: Prepare project plan and customize templates per the technologies and customer specifics. Responsible for
taking a project work breakdown structure (produced by a technical architect for example) and turn into a professional project
plan with resource assignments, dependencies, milestones, critical path identification, cost estimation and optimization etc.
 Project maintenance: Keeps the projects running in parallel to day to day operations tracked as a separate work stream, ensuring
resourcing is done and completion dates are feasible. Does time and cost accounting for projects and submits timesheets to
accounts for invoicing project work.

Incidents & Requests

 Ticketing system owner for overall work queue for a set of customers. The focus is on completeness of ticket triage, ensuring
timely updates to tickets, and proper prioritization and assignments
 Task list creation: Determines what work items are active, what the customer expects (not the implementation details),
communicates ETA and priorities. Routes task items to the leads for distribution among the team
 Task status communication: Communicates status updates to the task list back to customer, when necessary
 Escalation management: Acts as interface with customer or with the US SDM depending on the client, takes heat and manages
expectations when things go wrong. Manages and mitigates crisis incidents through excellent coordination. Keeps all the
necessary stake holders (DM, US DMs , Stratogent management, client) updated at all times

Cost and Quality

 Track and report the quality of deliverables and work with Leads and Managers for improvement of the same
 Track and report resource utilization for the set of customers.
 Track customers operational service cost, project cost and profitability

Must-have Experience:
 Must have a technical background, with prior hands-on experience of system administration, experience of Windows server side
infrastructure (Windows 2008, 2012, Active Directory, VMWare, Exchange 2007, 2010, Server Hardware etc.)
 Must have service mindset and empathy. Must deal with a level of ambiguity, chaos and apparent stubbornness from customers,
and manage around it by thinking through the issue or request from the customer’s perspective to drive to a reasonable
conclusion
 Must have prior experience on Project Management
 Must have prior experience of onsite-offshore delivery model and should have directly worked with US/European customers or
colleagues
 Must have ITIL process knowledge

Good-to-have-experience
 Prior experience working at an ISP/Managed Services/IT Services company is preferred, and a background in dealing with global
teams and remote teams will be a strong plus.  
 Certification in PMP and ITIL will be a strong plus
 A strong plus would be breadth of technical experience i.e. candidate has done enough in cloud, networking, storage, backups etc.

Core Competencies
 Communication skills – excellent Written, Reading Comprehension, listening and Verbal communication
 Creativity/Innovation: Generates many new and unique ideas; makes connections among previously unrelated notions; is
unafraid to use unorthodox methods; is seen as original and value-added in brainstorming settings.
 Intellectual Acumen: Intelligent and capable to deal with concepts and complexity comfortably, good at learning and
deciphering new knowledge, able to assimilate new skills independently
 Flexibility: The ability to adapt to and work effectively with a variety of situations, individuals, or groups. It is the ability to
understand and appreciate different and opposing perspectives on an issue, to adapt and approach as the requirements of a
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 situation change, and to change or easily accept changes in one's own organization or job requirements
 Team work: A genuine intention to work cooperatively with others, to be part of a team, to work together as opposed to working
separately or competitively. Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team
spirit; works with others to achieve goals.

Role Specific Competencies

 Planning and Organizing: Accurately determines the length and difficulty of tasks and projects; sets clear, realistic, and
measurable goals; sets priorities and time parameters to accomplish tasks and projects; anticipates roadblocks and develops
contingencies to redirect tasks so momentum is not lost.
 Quality and Thoroughness: Underlying habit of keeping the quality as integral part of day to day work. Attention to detail
should be habitual.
 Accountability: The extent to which one internalizes and outwardly expresses responsibility for timeliness, commitment to task,
adherence to performance standards, and conformity with the rules and policies of the organization.
 Customer Focus: Commits to meeting the expectations and requirements of internal and external stakeholders; acts with
stakeholders in mind; values importance of providing high-quality customer service
 Team Leadership: Builds cohesive teams of people within the organization; shares wins and success such that each team
member feels valuable and appreciated; guides teams to establish and achieve goals. Direct, develop and motivates others in the
team.
 Decision Making: Makes timely and sound decisions through identifying and understanding issues, priorities, problems,
opportunities and probable consequences, comparing data from different sources to draw conclusions (contextual and systems
analysis), and using effective approaches for choosing a course of action or developing appropriate solutions.
 Business/Operational Process: Follow existing process & policies. Designs practices, processes, and procedures necessary to
get things done; simplifies complex processes; gets more out of fewer resources; creates systems that manage themselves.
 Analytical thinking: Understanding a situation by breaking it apart into smaller pieces, or tracing the implications of a situation
in a step-by-step causal way. Analytical thinking includes organizing the parts of a problem or situation in a systematic way;
making systematic comparisons of different features or aspects; setting priorities on a rational basis; identifying time sequences,
causal relationship or if then relationship
 Technical and Functional Knowledge: Good working knowledge on Windows Server Operating System, Active Directory,
Server Grade Hardware, Virtualization (VMWare, HyperV)
 Self-Control: The ability to keep emotions under control and to restrain negative actions when tempted, when faces with
oppositions or hostility from others, or when working under
 Initiative: Initiative is a preference for taking action. Initiative is doing more than is required or expected in the job, doing things
that no one has requested, which will improve or enhance job results and avoid problems, or findings or creating new
opportunities
 Presentation skills: Is effective in a variety of formal and informal presentation settings; commands attention and manages group
process during the presentation; is cognizant of audience response and able to adapt content and style accordingly.

KRA

 Able to handle projects as well as structure recurring managed services

 SLA achievement and high level of customer satisfaction

 Work relationship & trust with the customers

 Workload balancing, prioritization, tracking, people management
 Organized and rarely “drops” tasks
 Quality delivery, cost management and proper reporting
 Communications are clear and effective