Job Description

MS SDM role is aligned to the Service Management Delivery Team and has responsibility for leading the delivery of projects within a Practice. The GDC MS SDM has responsibility for a group of customers, and assumes responsibility for the customer from the acquisition of the customer in the transition phase through the customer’s life cycle. 
The SDM shares the overall objectives of the Practice Lead, and participates in initiatives and programs that are initiated at the overall practice level. In addition to the participation in the overall management of the Practice, the GDC SDM is responsible for the following within the scope of assigned associates and customers: 

• Assembles project delivery teams, appoints team leaders, balancing mix and skills sets of associates to meet project demands
• Responsible for team operational schedules, hours of coverage, on call, etc.
• Acts as primary point of offshore contact with the customer and with the assigned Service Manager
• Participates in Service Management meetings and all critical customer interactions
• Ensure weekly, monthly and quarterly deliverables are achieved and reviews all customer roadmaps to ensure both tactical and strategic impact can be achieved
• Deploys processes and ensures teams comply with standards of delivery
• Oversees technical delivery and acts as a mentor as required to advance technical knowledge within teams
• Ensures new knowledge is encapsulated in the form of best practices, processes and tools
• Participates in recruiting, interview and resource selection including people development, training & certification
• Is the direct reporting manager for all technical resources within his group, and recommends promotions, merits, and required HR actions
• Administers performance improvement plans when required for both projects and resources
• Administrative activities like ERP, PSA, ADP, GHRTC, etc. for direct reports including expense management
• Knowledge of ITIL framework, incident management, change management and Problem management and using best practices.
• Ability to mentor and technically guide the project leads and team members in meeting the SLAs as per the Statements of Work and preparing SLA reports.
• Experience in administering and managing Statements of Work and SLA’s, ensuring the SLAs and KPI’s are achieved as defined in SOW.
• Will be responsible for :-

• • Team operational schedules, hours of coverage, on call, etc
  • Ensuring all MS deliverables defined as per CMP is performed on every project.
  • Providing continuous improvement via SIP and Roadmaps.
  • Tracking issues / Risk items on every project .
  • SDA entry using ServiceNow.
  • Help pre-sales teams for sales activities.

The GDC SDM is also responsible for the development of core knowledge and capabilities for Infrastructure/Operational and/or Application DBA skillsets, including DBA features and tools. This includes ensuring resources are trained to utilize established methodologies, tools and best practices and in the resource development role, provide the leadership required to continuously improve these assets through encapsulation of field based experience.