Tata Communications Transformation Services (TCTS) Looking for Service Delivery Manager at Houston, TX Full Time

Job Title: Service Delivery Manager

Job Description:

Job Location: Houston, Texas

Local Candidates with full working rights in Texas, US should only apply.

Employment type: Contract

As a Service Delivery Manager, you will play a critical role in managing and improving our video conferencing services. You will be responsible for overseeing the delivery of video conferencing solutions, ensuring they meet high standards of quality, performance, and reliability.

Responsibilities:

The Service Delivery Manager’s responsibility will include,

• Manage the end-to-end delivery of video conferencing services, ensuring they meet customer requirements and service level agreements.
• Act as an escalation point to address any operations issues and processes.
• Review the process and ensuring compliance to the policies and guidelines.
• Manage relationships with video conferencing equipment and software vendors, ensuring timely support and product updates.
• Monitor availability and capacity management and provide recommendations for approval.
• Resolve integration issues between the various processes.
• Develop and maintain strong client relationships, addressing their needs and expectations related to video conferencing solutions.
• Lead monthly Service reviews, including Customer planning or trouble resolution sessions.
• Contribute and attend Quarterly Business Reviews (QBR).
• Customer experience management, including measuring performance against attributes of the Service to help identify areas for improvement against underperformance.
• Proactively processing any missed service levels – including providing Customer any Service Credits.
• Educating End Users on how to use the Services and the associated benefits.
• In addition to the above it will be the SDMs responsibility to document and enforce all operational processes in the Customer Service Guide (CSG).

Qualifications:

• Bachelor’s degree in a related field (Information Technology, Telecommunications) or equivalent work experience.
• 10+ years of experience as a Service Delivery Manager or in a related role with a focus on video conferencing services and unified communications applications.
• In-depth knowledge of video conferencing technologies, including platforms like Zoom, Microsoft Teams, Cisco Webex, and hardware such as IP Phones, cameras, microphones, and displays.
• Knowledge of networking fundamentals, including TCP/IP, routing and switching, subnetting, VLANs, DNS, DHCP, VOIP, SBC, QoS, Multicast, and firewall management.
• Extensive experience with Cisco, Juniper, or other network hardware and software.
• Experience with ITIL service management processes such as – Event & Incident Management, Problem Management, Request Fulfilment, Order & Change Management, Asset Management, IT Service Continuity Management, Governance, Service Level Management, Availability and Capacity Management, Continual Service Improvement.
• Project management skills to oversee the implementation of video conferencing solutions, with an understanding of TCP/IP networking.
• Strong problem-solving and analytical skills with the ability to adapt concepts quickly.
• Good communication skills and the ability to work effectively in a team-oriented environment.