Genetic Callnet Consultancy Pvt Ltd.
Website:
geneticcallnet.com
Job details:
About Us
We are the technology backbone of leading Life Sciences, Healthcare and Biotech organizations
around the world. As the offshore technology delivery center for PTP.Cloud, we bring over two decades of expertise
in designing, securing and operating complex cloud and infrastructure environments. Our teams work across
Cybersecurity, Infrastructure, Networking, DevOps, FinOps, SecOps and UserOps, supporting customers where
reliability, security and compliance are business critical.
The work you do here goes beyond keeping systems running. From enabling scientific research to supporting drug
discovery and healthcare innovation, you'll help build and operate technology that has the potential to improve and
save lives. At Stratogent, you'll solve real customer challenges, work alongside highly skilled professionals and build
deep technical expertise.
We believe in accelerated growth through ownership, giving people meaningful responsibility and opportunities to
learn from day one. Your ideas are heard, your contributions are visible, and your impact is recognized. We invest in
continuous learning, collaboration and career growth while fostering a culture where you can bring your authentic
self to work.
Be Seen. Be Heard. Be You.
Role Overview
As a Service Delivery Manager (SDM), you will lead the end-to-end delivery of IT infrastructure and managed
services, ensuring exceptional customer experience, operational excellence, and continuous service improvement.
You will manage and mentor a team of IT specialists, drive SLA and KPI adherence, lead customer governance
through Quarterly Business Reviews (QBRs), and collaborate with cross-functional teams to resolve complex
operational challenges. This role requires a strong technical foundation, leadership capabilities, and the ability to
translate technical performance into business value for global customers.
Key Responsibilities
Customer Engagement and QBR Ownership
Lead Quarterly Business Reviews (QBRs) with customers, demonstrating understanding of business
impact and technical delivery.
Act as the primary point of contact for escalations and strategic discussions.
Service Quality andGovernance
Ensure ticket quality, RCA depth, and WSR accuracy across the team.
Monitor SLA/KPI adherence and drive corrective actions proactively.
Team Leadership and Development
Mentor and guide SDAs and L2s to improve delivery standards.
Identify skill gaps and work with HR and the internal team to upskill the team.
Process Improvement and Reporting
Own and improve delivery processes, including incident management, change management, and problem
management.
Provide meaningful insights in reports that link technical performance to business outcomes.
Collaboration andStakeholder Management
Work closely with internal stakeholders to align delivery with customer expectations.
Collaborate with cross-functional teams to resolve systemic issues.
Skills and Competencies
Must-Have
Prior Experience in Windows Administration and Cloud infrastructure
MSP/Managed Services/IT Services background
Must have prior experience of onsite-offshore delivery model and should have directly worked with
US/European customers and colleagues.
Experience in leading technical teams and driving performance
Strong project management and customer-facing experience
Must have ITIL process knowledge
Good to Have
MSP/Managed Services/IT Services background
Exposure to Hybrid Cloud Environments
Experience in service transition or infrastructure migration projects
Certifications: ITIL, PMP or other Project Management.
Click on Apply to know more.
