Service Delivery Manager

Company Name:
SunGard
# Description
About the Position:
The Service Delivery Manager (SDM) is responsible for building and maintaining a successful relationship with complex managed recovery customers. The SDM is responsible for maintaining a strategic proactive relationship through all phases of the customer life cycle. Including implementation, managed recovery engagements and sales support. The SDM is required to be a subject matter expert in information availability and managed recovery support and must maintain a strong understanding of Sungard Availability Services product offerings and strategic relationships across all Sungard Availability Services business units. This position has no supervisory, financial, or budgetary responsibilities.
Responsibilities:
Understand the full complement of Sungard Availability Services'' products and services.
Act as a single point of contact for assigned Managed Recovery Program (MRP) customers
Identify, project manage and coordinate various Sungard Service Owner Groups to ensure they are delivering contracted services and meeting customer requirements
Provide overall coordination and data gathering for customers who contract for Sungard Availability Services' Managed Recovery Program (MRP) offerings. This will include working with MRP customers in their production environment to document and maintain their application and hardware requirements for testing and/or disasters.
Understand customer applications/production environment and RTO's and RPO's throughout the life of contract. This includes hardware, backup methodologies and dependencies.
Confirm production hardware requirements against contracted recovery solution and configuration ATOT/ATOD.
Regularly meet (monthly and quarterly) with assigned customer base to capture changes to customer production application and hardware environment and ensure those changes match contracted hardware, procedures and services.
Establish relationships and effectively communicate with key members of customer's technical team including management personnel.
Communicate and Coordinate changes with various service owner groups including the sales organization.
Provide pre-sales support on an as needed basis.
Act as an escalation point for the customer and Sungard Availability Services during implementation, ATOT, ATOD and on a daily basis.
Develop, implement and maintain standard practices for test preparation, execution and post test activities.
Identify test objectives, scope and success criteria.
Ensure reserved recovery hardware will meet customer testing needs.
Identify and Coordinate all Sungard Availability Services resources and their responsibilities needed for recovery test preparation and execution.
Ensure recovery exercise follows agreed upon order of recovery.
Manage, track, report and communicate progress during any recovery exercise.
Identify, understand and escalate problems as they are identified during the recovery exercise.
Create a consolidated Post Test Report containing successes, issues, proposed resolutions and improvement opportunities from all Sungard Availability Services test participants.
Coordinate a formal post-test meeting with customer and various Sungard Availability Services service owners.
Establish plan and milestones for resolving issues or improvement recommendation as a result of any recovery exercise.
Maintain familiarity and adherence to all Sungard Availability Services methods and procedures.
Requirements and Preferred Requirements:
Degree in Computer Science, Engineering or work equivalence.
3- 5 years of technical services support or technical customer support experience.
3 - 5 years of project management related experience.
Extensive knowledge of common Microsoft business applications, especially Excel. (MS Word, Excel, Project, Visio, PowerPoint)
Extensive knowledge of various computer platforms, operating systems, and concepts for recovering them during a disaster.
Working knowledge or familiarity of Information Technology to include Data center infrastructures, data backup and recovery concepts and recovery technologies.
Excellent verbal and written communication skills.
Demonstration and ability to lead discussions throughout a customer organization with C-Level Executives to Information Technology Services Technicians.
Exceptional ability to listen, assess, and document information from client.
Excellent presentation skills.
Comprehensive experience with consulting and technical service.
Ability to multi-task and handle a fast paced environment with continuously shifting priorities while maintaining a constant focus on the customer experience.
Ability to effectively manage time to meet commitments and deadlines.
Keep up to date on emerging disaster recovery computing technologies and how they may benefit Sungard Availability Services and the Sungard Availability Services customer base.

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