DELIVERY PROJ MGR GD

Job description
Job Category: Services & Consulting
Location: Hyderabad, IN
Job ID: 876852-140946
Division: Services & Support
Microsoft Services Global Delivery is the global delivery arm of Microsoft Services. Our vision is to
become the World Class Global Delivery Centre for Microsoft Services. Our customers look at us to help
them as trusted advisors, with solutions that help save costs, help them innovate and create robust
solutions to address their business challenges globally. Currently based out of Hyderabad & Bangalore,
MSGD is slated to expand beyond India over a period of time. MSGD has executed projects at around 60
countries in its 5+ years of existence & has become a vital component of Microsoft Services. Microsoft
Services is a $3.2 billion unit of Microsoft, executing projects across the world across different Microsoft
Technologies.
Job purpose:
Deliver a product /service /solution within constraints (schedule, features / functionality, and budget)
Ensure quality execution in the delivery of a product/service/solution to drive satisfaction, loyalty, and the
Customer Partner Experience
Maintain professional certification by the PMI and to mentor others to build capabilities and improve the
organizational health and maturity
Job process involves:
Envisioning and Initiating:
a)Project Charter and Business Case: Understands the services to be provided, the project goals and
objectives, constraints, terms and conditions, and what is in scope and out of scope to be delivered.
b)Requirements Baseline: Able to facilitate proof-of-concept, prototyping, interviewing/workshops or other
techniques of gathering requirements.
c)Core Team: Able to develop an organizational chart (OBS) for the core team based on the roles and
responsibilities of the stakeholders.
Statement of work (SOW):
a)Scope Statement and Baseline: Ensures the scope statement is clearly understood and as agreed to by
the project team, customer, and other stakeholders, creates the scope baseline, and the process for
scope change control.
b)Scope Breakdown: Applies decomposition techniques to document breakdown structures that break-up
the deliverables into work packages that can be estimated and to facilitate risk assessment.
c)Project Plan: Ensures that the project plan is complete, and determines the overall project management
plan for use in managing and controlling during project execution.
SOW (Schedule and Cost):
a)Task and Duration Estimating: Able to create tasks and their sequence given the scope
statement/description of services at sufficient enough detail for duration estimate to be developed.
b)Schedule Development and Baseline: Able to select and perform appropriate mathematical analysis
(e.g. critical path method, schedule optimization), gain acceptance, create the schedule baseline, and the
process for schedule change control.
c)Cost Development and Baseline: Able to allocate overall costs to tasks, associate any billing codes,
gain acceptance, create the cost baseline and the process for cost change control.
SOW (Resource and Planning):
a)Resource Plan: Able to develop the resource plan addressing how resources are brought onto and

taken off the project as supporting detail to the project plan.

b)Resource Acquisition: Able to execute the staffing management plan and allocate staff communicating
responsibilities, authority, performance measurement criteria, and overall project goals and vision.
c)Communications Plan: Establish a plan for time-reporting and project status reporting processes,
managing the dissemination of routine and non-routine communications including publication cycles.
d)Communications Infrastructure: Able to execute the communications plan including user acceptance
and training sufficient to ensure internal and external reporting/communications will be met.
SOW (Risk Management and Quality):
a)Risk Assessment and Risk Plan: Able to identify roles, assign risk owners, responsibilities and levels of
authority for management and decision-making, develop contingency plans, implementation criteria, and
alternatives strategies as supporting detail to the project plan.
b)Risk Management and Reporting: Able to execute the risk plan, implement corrective action, mitigation,
workarounds, update the plan and report status.
c)Quality Plan: Able to develop a quality plan addressing metrics, productivity, rework, and any processes
or standards are developed to increase stakeholder satisfaction as supporting detail to the project plan.
d)Quality Management and Reporting: Able to execute the quality plan, perform inspections, reviews, and
walkthroughs to ensure quality efforts meet compliance in accepted, rejected, or rework criteria, update
the plan and report status.
Performance, Benchmarking and Closing:
a)Project Performance Management and Reporting: Able to execute the project plan, implement
mechanisms to measure, record progress, and conduct ongoing analysis of variances, risks, and
changes, as well as update/revise the project plan and report status.
b)Change Management and Reporting: Able to gain approvals to change requests, re-baseline when
applicable, update/revise the project plan and report status.
c) Acceptance and Transition: Able to gain formal acceptance and sign-off of the project by the sponsor
or customer and validate that all conditions of satisfaction have been met.
d)Lessons Learned and Closure Documentation: Able to analyze document performance in terms of
variance, trend, and earned value analysis, its impact, and how the data will support any performance
improvement, and facilitates the post review meeting with project stakeholders.
Span of Responsibility:
Focus spans Local / Regional / Global and or Enterprise / Publics Sector projects and engagements /
programs.
Responsible for the delivery of a product /service / solution within constraints (schedule, features /
functionality, and budget
Accountable to ensuring the quality execution in the delivery of a product/service/solution to drive
satisfaction in the Customer Partner Experience
Outstanding ability in developing strategic ongoing customer relationships, gaining trust and respect for
the company.
Fiscal Responsibility: Individual utilization target.
No direct reports, but dotted line review and development responsibility for related project team.
70% of the individual utilization target is managing consulting engagements and non-standard support
agreements approved at Practice Manager / GM / Regional Vice President / Microsoft Services corporate
vice president
Demonstrated management of medium complexity projects of approximately 10 - 20+ people (employees,
customers and partners) under his/her direct project responsibilities spanning Local / Regional / Global
Education and Experience:
Career cumulative 10+ years tenure in project management
Bachelors degree preferred
PMI credential of PMP

Service Delivery Management

Job description
Ericsson Overview Ericsson is a world-leading provider of telecommunications equipment and services
to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson
equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks.
Using innovation to empower people, business and society, we are working towards the Networked
Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our
innovation to market-based solutions that empower people and society to help shape a more sustainable
world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performancedriven culture and an innovative and engaging environment where employees enhance their potential
everyday. Our employees live our vision, core values and guiding principles. They share a passion to win
and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To
ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and
growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career
goals.
Job Summary To accelerate service delivery, efficiency and performance within and between Operations
in the Regions, Global Service Centers and Global Competence Hubs. Support the delivery force to make
their work more efficient through adequate delivery tools, processes, ways of working, measurements &
KPIs, job roles, competence models and support, deployment programs and common structures. Identify
and execute improvements within the global service delivery organization.
Secure close cooperation with the Regions, Global Service Centers and Global Competence Hubs and
Business Units, to upgrade Ways of Working, Competence and Knowledge Management practices. The
intention of this job role is also to develop, deploy and implement ESDM in line with the service delivery
strategy to create an environment that supports global efficiency and profitable growth.
Responsibilities & Tasks
Manage and Support Service Delivery
Maintain delivery models, frameworks, job roles, assessments and strategies
Manage stakeholders on all levels within Global Service Delivery
Deploy and implement Service Delivery Strategy
Drive knowledge transfer
Position Qualifications Core Competences:
Communication Skills
Sales Process Knowledge
Change & Improvement Management Skills
Negotiation & Argumentation Skills
Project Management Skills
Brand Knowledge & Skills
Presentation Skills

 Ericsson Portfolio Knowledge

Fundamental Leadership Competence
Financial Acumen & Skills
Service Delivery Process, Models & Strategy
Behavioral Competences:
Creating and Innovating
Formulating strategies & Concepts
Persuading & Influencing
Presenting & Communicating Information
Relating & Networking
Adapting & Responding to Change
Minimum Qualifications & Experience Requirements:
Minimum Requirements for the job Service Delivery Management is 2 years of experience of
Service Delivery.
Primary country and city: India (IN) || Other/Not Applicable || GURGAON || ServEng

Job Segment: Service Manager, Telecom, Telecommunications, Manager, Project Manager, Customer
Service, Technology, Management

ICT Delivery Manager

Job description
Req ID: 18207
Job Details
Position : IT Delivery Manage
Career Stage : Management
Location : Bangalore, India
Interfaces: Other applicable ITTE colleagues, Ericsson Business Key Stakeholders, IT Suppliers,
Supplier Business owners and Supplier counterparts.
24X7 Shift Working : No

Description : Delivery Management Function acts as the interface between Service Delivery and
Business Stakeholders for operational delivery activities and issues when required.
Delivery Management in summary involves Building a clear & improved interface with Business
Stakeholders, providing one point of contact for Services in production.
Responsibilities
The Delivery Manager is:
Accountable for the delivery of services and projects for his/her area.
Mandate to represent line and take decisions in appointed area
Plan for cost efficient service deliveries based on the defined services
Drive and manage improvements including operational demands and orders.
Translate business needs into orders and technical solutions
Responsible for securing the local roadmaps when applicable
Responsible for securing the deployment of the solution
Financial forecast and follow-up
Ensure best practice knowledge sharing.
Execute agreed plans and have control of all ongoing ITTE related projects
Governance and reporting of Stakeholder interface (SLAs)
Establish, agree and follow-up the financial budget/forecast for the respective
area/region/site/organization
Govern the operational supplier relationships and supplier SLAs
Proactively drive dialogue with the internal stakeholders on, short-term topics (now 1 year).
Support ITTE Business Practice and ITTE Product Area in converting mid and long term business
needs into functional and non-functional requirements.
Accountable for RCA (Root Cause Analysis) towards Stakeholders
Control IT processes like Incident, Problem, Change and Capacity Management for managed
applications

2.2Authority

Act as an escalation point for the business stakeholders for issues with Services/Solutions/Products in
operations.
Provide the business with a single-point of end-to-end operational accountability.
Ensure that stakeholder requirements have been met by participating in Go-Live approval process for
projects.
Inform ITTE stakeholders about the business performance of operational ITTE
Services/Solutions/Products.
Provide Service Management with current business requirements and needs (e.g. volumes) for existing
Services/Solutions/ Products.
3Competence Requirements
3.1Personal Traits
Analytical
Structured
Result oriented
Target focused
Driven
Committed

3.2Qualifications
Bachelors degree preferably within Information Technology
3.3Skills Required
3.3.1Primary Skills
Overall 10 years of experience in IT which includes at least 3 to 4 years of experience in IT
Delivery Management
Experience working with multi-national global decentralized organizations with the ability to
establish good working climate in a virtual environment
Stakeholders and Vendor management which includes service reviews, performance evaluation
Excellent communications skills with ability and confidence to analyse, convey, conclude and
summarize topics in a relevant way for management and end-users as well as towards
technical staff.
Ability to collaborate with and also to drive multiple suppliers to achieve wanted outcome
Strong commitment to delivering high quality operations with a results oriented attitude.
Solid general IT skills with good understanding of operational architecture and how to manage
capacity, performance, availability and reliability.
Handled escalations / major incidents acting as key interface to business
Driven improvements for IT system stability and performance enhancement
Knowledge of IT budget and working experience to reduce operations cost / improve profitability

 Good Negotiation and communication skills. Fluent in English

ITIL Certified (Foundation)
Strong knowledge working with excel and reporting KPIs like availability, performance, ticket
trends (Incident, problem, change), system capacity status etc
Managed technical domains of IT systems like network, storage, servers, backup, tape library,
database etc. Enterprise Application platform knowledge of SharePoint / CRM / Seibel etc.

3.3.2Secondary Skills
Worked with development projects acting as key interface to ensure smooth production go live
Project management skills
Documentation skills on MS power point and word
Used tools like MPP, Visio
Worked with IT strategy teams to plan short term and long term roadmaps for applications / IT

Problem Manager - GTS - SD Delhi

Job description
Strategic Operations Delivery is a key element of IBM's globally integrated capability. SO Delivery group
works with companies of all sizes, in just about every country imaginable; to provide customers with the
best technology services. Through the management of clients' IT environments, the group seeks to
improve, enhance and transform business, creating significant cost and performance efficiencies.
Leveraging efficient processes and tools and combining it with world-class infrastructure, high-quality and
skilled resource base, SO Delivery group provides end-to-end IT Infrastructure Management Services (24
7
365) to IBM clients worldwide. Key services offered include: Command Center Services (includes
remote monitoring of servers located worldwide from India, Security operations and network operations),
Server Systems Management, IT Security Services, IT Service Desk, Service Management & Project
Management/ Transition Services
Candidate will be involved in developing problem management procedures, when required. Identifying
incidents with high impact to the business, high cost etc and initiating and undertaking service
improvement programs, Enabling the business to fully accrue the benefits of having an IT service through
reducing service problems/loss of service (which presumably cost the business money),Better
understanding of the nature of service problems
Create awareness campaign amongst IT staff about problem Management. Monitoring regular Problem
measurements e.g. KPIs, Ensure that key Knowledge is passed from the Problem Management process
out into other processes (Ensuring that lessons learn t are recorded in the various knowledge bases held
within the account teams, and shared wherever beneficial)
Co-ordinate the focus of detailed trending aligned with target areas identified. Conduct high level
overview trending (especially around Critical Incidents),Provide feedback to Incident Categorization
based upon findings in Problem management to improve the quality of MI available
Good understanding of production IT Environment and IT Operation such as Intel / DBA/ Unix /
Windows OS/Exchange and Remote Server Management domains
Drive effectiveness and efficiency of Problem Management process Liaise with customers, IT executive,
IT platform managers. participating in Problem Management meetings and reviews,
Identifying Problem Investigation, assignment issues,Acting as an initial escalation point for day-to-day
Problem Management issues
Analyzing Incidents (especially Critical Incidents) and closed Problems to identify and act upon trends
Tracking open Problems and identifying any Problem that requires increased focus to meet agreed target
levels.
Providing and validating Problem resolution adhoc status reports as requested
Handling day-to-day Problem issues and escalating to Resolver Groups when required to ensure targets
are met

 Document and track all actions to resolution, so that either changes are implemented or Risks Accepted
and signed off.Closing any associated Problem Investigations and ensuring adequate documentation of
the resolution
Implement a mechanism to record Known Errors within the account and the associated workarounds
Facilitate between Resolver groups, customers, and 3rd parties as required,
Engage with support groups to arrange for and schedule resources / actions, co-ordinate the
investigation and solution's of Known Errors, so that proposals can be made with the options available
Agreeing closure of Problem Investigations
ITIL certification is preferred but not mandatory
6-10 Years of desired experience required
Required
Bachelor's Degree
At least 6 years experience in Problem Management
At least 2 years experience in ITIL
At least 2 years experience in Intel
At least 2 years experience in DBA
At least 2 years experience in Unix
At least 2 years experience in Windows OS
At least 2 years experience in Remote Server Management
At least 2 years experience in Exchange
English: Fluent

IT Service Engineer

Job description
Job Category: Technical Service and IT
Location: Hyderabad, IN
Job ID: 880026-143246
Division: Cloud and Enterprise Engineering
This Job is eligible for the following work arrangements: Flex Time; Telework
Global Foundation Services is the team behind the cloud. GFS is responsible for delivering over 200
Microsoft web portals, Live and Online Services around the world including infrastructure, security and
compliance, operations, globalization, and manageability. Our focus is on smart growth, high efficiency,
and delivering a trusted experience to customers and partners worldwide. We are looking for a
passionate, high energy individual to help build the network that powers the worlds largest online
services.
So you have done enterprise Information Technology and excel in that world. You have always had an
eye on the myriad of cool services that run on top of an amazing network and want to take your technical
and/or project/program management skills to the next level and impact the industry. Microsoft has one of
the largest Internet facing networks in the world and in the Top 3 for amount of content sent to the
Internet. On top of this global network, we have a multitude of services serving everything from email and
Instant Messaging to delivering business-critical patches and software to large, corporate customers.
Now, Microsoft is leveraging and expanding this network to deliver Business Online Services to the
enterprise. This is a key component in the + Services part of the overall Software + Services strategy.
Roles & Responsibilities
For this position, you will be joining the Implementation Engineering team which is part of the Global
Network & Services group. As a member of this group, you will have the chance to work on a team that is
building this network from the ground up. This is a fast-growing & fast-paced business and it is a chance
to build a world-class infrastructure to serve the enterprise. This will be delivered from a context of
performance, capacity, resiliency, cost, and competitive advantage.
We are looking for a seasoned professional with a strong background in network implementation on a
large enterprise scale. As a member of the team, you will be responsible for forming the bridge between
networking and Microsofts Business online customers. This position has significant scope and impact
and thus the individual needs to be highly motivated and self-directed. In performing regular duties, this
person will work with project and program managers to ensure status is reported, goals are met, and
scorecard metrics are maintained. Key deliverables include gathering & representing network deployment
project requirements, network configuration design/deployment, working with other teams to ensure
deployments are standardized and delivered as desired, creating and maintaining associated templates
and documentation, maintaining key metrics, implementing a number of technological projects,
performing as subject matter expert, delivering training to subordinate engineers, and serving as an
evangelist for infrastructure and services.
Skills & Qualifications
Strong verbal, written, and presentation communication skills with the ability to represent complex
technical concepts and issues to a geographically diverse audience are required.
In-depth knowledge of modern Internet architectures and associated routing, switching, load-balancing,
and security technologies are required.
Multi-vendor networking hardware experience including Cisco, Juniper, F5, and Netscaler.
Knowledge and experience with mainstream routing protocols: MPLS, BGP, OSPF, ISIS; knowledge and
experience with IPv6, VRF, l2vpn.

Strong desire to create documentation.

The ability to analyze existing processes and procedures and suggest/influence optimization and
efficiency changes.
CCNP required, CCIE Certification and equivalent experience preferred as well as other advanced Cisco
certifications
Excellent judgment, decision-making skills, and the ability to work under continual deadline pressure
when the situation is ambiguous
Role requires troubleshooting skills with the ability to work with other engineers (often based in other
countries) and equipment vendors to resolve complex issues.
Participate in all efforts to automate repetitive tasks to reduce implementation time and to reduce
percentage of failures due to human error.
Must have experience developing and delivering technical training content/presentations to junior
engineers and customers.
Experience Required
BS/MS in engineering, computer science, or equivalent experience. Minimum of 6 years of designing,
building, supporting and growing networks
Hands-on experience with designing and deploying networks including configuration of various network
devices required
Knowledge and experience with switches, routers, and load-balancing equipment required.
Knowledge of Fiber Optic cabling
Excellent troubleshooting, problem solving, judgment, and decision making skills required
Ability to work with Microsoft Office applications, specifically Word, Excel, and Visio. Project a plus but
not required.
Excellent analytical and organizational skills and the ability to work with multiple geographically
dispersed teams to deliver a solution
Strong team player with a constructive perspective and commitment to the success of the business
Ability to work on multiple concurrent projects with conflicting priorities
Microsoft is an Equal Opportunity Employer (EOE) and strongly supports diversity in the work place.