Position Summary
Cintra is a multi-cloud and multi-database managed services provider at the forefront of the evolution of enterprise workload migration to the cloud, successfully moving some of the largest applications and database workloads to modern cloud platforms. The company is growing at a fast pace and has a global presence with offices in the US, UK and India
We are hiring for a dynamic Senior Service Delivery Manager with cloud exposure to maintain our high performing support services across Cintra’s delivery areas. You will bring technical expertise, hands-on understanding of our business process and operations and be self-motivated and has a strong track record.
There will be some requirement for you to provide out of business hours and ROTA support.
About the role
The Opportunity:
Complete assigned, discrete, single-step tasks with no supervision and meet clearly stated deadlines
Complete assigned complex, multi-step tasks with limited supervision and mentorship from more senior staff members
Provide weekly status reports to supervisor on tasks completed, priorities, and planned tasks
Lead in customer meetings and status calls with requested reports and documentation
Draft and proof-read internal and customer facing documents including SOWs
Communicate effectively with team members, lead and supervise on delivery tasks, identified issues / risks, scheduling, and roadblocks.
Manage conversations with customers associated with billing, service quality and managing customers’ expectations against the demands of the internal sales team
Work with Cintra’s presales team in scoping and planning the delivery of new services for new and existing customers
Manage RACI, Incident Report and Major Incident processes
Mentor and lead junior members of the SDM team
Oversee the timesheets, cost, accounting, and billing of resources across the delivery team
Evaluate delivery success, ensuring contracts remain commercially viable for Cintra
Ensure that all contracted services are delivered according to what has been defined in the contract, follow SLA Models and operational procedures
Participate in establishing practices, templates, policies, tools, and partnerships to expand and mature these capabilities for the organization.
Necessary Knowledge, Qualifications, Skills, and Abilities:
Bachelor’s degree or equivalent experience
10 or more years of IT Delivery experience at scale in modern infrastructure teams operating in a global environment.
Ability to effectively communicate in-person with Cintra and customer technical teams to coordinate joint task execution for predefined and agreed to tasks with minimal oversight.
Excellent analytical, time management and organizational skills to manage multiple tasks simultaneously.
Experience of managing multiple accounts, both project deliveries and managed services
Experience of working with global customers and global teams
Advantageous Knowledge, Qualifications, Skills, and Abilities:
Experience of working with or for an Oracle related business and Engineered Systems.
3 years of Cloud Infrastructure service delivery in Azure/OCI/AWS
Working with or for an IT service-related business
ITIL based qualifications.
Project management accreditation, JIRA, and Confluence
If you enjoy challenging work, and thrive in a fast-paced team environment, we want to hear from you.
Please send resume to Shashi Kumar by email at shashikumar@cintra.com
Cintra Software & Services is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veteran status or any other characteristic protected by law.