Service Delivery Manager with ITIL and Incident Management experience

Hello team,We are looking for a Service Delivery Manager with experience in ITIL at Bellevue, WA for a contract opportunity. Please find the below job description and apply for the job if you are interested.Role: Service Delivery Manager (ITIL)Location: Bellevue, WAHiring mode: Long term ContractMandatory Skills: ITIL Framework, Incident ManagementResponsibilities: Oversee delivery of multi-cloud support service by coordinating efforts of multiple teams to ensure timely and high-quality response. Responsible for ensuring compliance with defined service level agreements (SLA) and Key performance indicators (KPI)Track and monitor the performance of services, identify areas for improvement, and implement changes as needed. Continuously evaluate and improve processes to ensure that services are delivered efficiently and effectively. Foster positive work environment and build culture of automation & innovation to improve service delivery performance. Maintain positive relationship with all stakeholders and ensure proactive response to their inquiries and concerns. Prepare operational/strategic reports based on defined cadences and present to Steering & Operational committees. Proactive identification of issues and risks, prepare strong mitigation/resolution plans. Experience:10+ years of progressive experience working as a Technical Delivery Manager or Service Delivery Manager. Strong multi-cloud (preferred AWS & Azure) and operations management skills’ or similar certifications strongly preferred. Excellent communication, research, analytical, and documentation skills. Ability to handle multiple, concurrent activities; manage teams effectively and be responsive to users and stakeholders in a timely manner.Expectations from this role:Level of Proficiency: Level of Proficiency: Under guidance deliver large and complex programmes within budget and schedule to meet outcomes as outlined.; adhering to defined processes and quality standards for a portfolio with TCV of $3-5 mil. Responsible for tracking operational and logistic decision making, and implementing a robust governance model involving internal and customer stakeholders.Outcomes:1. Drives adoption of well-established delivery plans, standards, processes, best software engineering practices, right infrastructure, RACI matrix and RAID Log to deliver high quality solutions to customers2. Provide thought leadership to create a culture of innovation within the teams and develops innovative solutions to problems without precedent, that improve business performance and contributes to organization goals3. Manages the P&L of a portfolio with TCV of $3-5 mil4. Support the portfolio (under direct span) growth objective of 10-15% YoY5. Implement plans for a programme of digital transformation, focusing on service improvements, and value-adds; proposing innovative ideas to the customer beyond standard delivery6. Build/Manage a span of control of 60 – 100 associates; providing individual and team mentoring, ensuring high levels of team engagement, and developing capabilities within team, function and organization7. Improve and optimize the overall delivery process within budget8. Apply financial levers to improve the cost of delivery and thereby cater to or improve engagement level profitability9. Engage/work with key client stakeholders and drive through the end-to-end requirements of the delivery; ensuring customer expectations are met10. Conduct periodic reviews; tracking delivery milestones and processes. Make decisions and recommends approach based on the results from the reviewsEnsure effective participation in SteerCo meetingsTypical performance measures:1. Revenue (Targets vs. Actuals)2. Profitability (Targets vs. Actuals)3. Digital Services Mix (Targets vs. Actuals)4. Services Penetration Mix (Targets vs. Actuals)5. Transformational Value Delivered to Client (as defined)6. Customer Satisfaction7. People Satisfaction Performance AreasDomain / Industry Knowledge1. Forecast the overall business requirements and market trends2. Have meaningful conversations with key client stakeholders, interpret the data and enhance the quality of the proposed solutionMake useful recommendations based on existing gaps and recommend specific company services / solutions3. Manage domain related project management issues in multiple projects4. Validate roadmap for customer strategy5. Review to contextualize the solution to the industryTechnology Concepts1. Recommend appropriate framework, approach, and solutions to meet the functional and non-functional requirementsIdentify technologies and products relevant to the company in the short term (1 to 2 years)2. Guide solution response team3. Guide team, evaluate work products, and connect to technology officers in customer organization4. Identify and leverage the most appropriate toolsProfitability Management1. Create profitability sheet based on resource plan2. Enable outcome-based pricing3. Present analysis to senior management4. Create cost benefit model using ROI, IRR and other management concepts5. Track and monitor profitability of projects on an ongoing basis6. Change pyramid, rate changes and other onshore / offshore changes7. Improve project margins, utilization and reduce buffers to control project expensesPricing & Licensing Models1. Create an integrated pricing model2. Guide team members to apply pricing techniques3. Interact with relevant stakeholders during deal process4. Compare, contrast and choose suitable commercial models among those practiced in the industry5. Optimize key levers of the business model to make the commercial proposal competitiveAccount Management Processes and Tools1. Prepare internal reports2. Manage at least 1 account ($3-5 mil) independently including responsibility for top line and bottom-line targets; manage customer relations3. Work independently with account teams in mining account(s)Provide support to the specialist to create an account plan aligned to customer needs, companyapproaches and strategiesProject Management1. Plan and manage large and complex projects as defined within the company2. Identify risks and mitigation strategies on an ongoing basis and implement the same for large / complex projects3. Proactively anticipate the risks and identify avoidance / mitigation strategies on an ongoing process4. Monitor complex integration / interdependence across work streams within the span of the project5. Implement best practices with measurable business value adds6. Set quality goals and processes7. Influences project strategy by proposing new or alternative solutions while being proactive in identifying issues and resolving them; balancing effectiveness and efficiency.Team Management1. Effectively manage the managers2. Resolves team conflicts with a proven ability to implement and communicate difficult decisions3. Maintains positive business relationships among internal stakeholders4. Demonstrates approachability and transparency in working with the teamStakeholder ManagementManages escalations from customers by providing frequent updates to both the companyand customer leadership on resolution progress1. Plans and supports vendor/partner management activities– vendor/partner assurance, procurement, invoice approvals2. Ensures invoicing on time and collection of payments from customersEstimation and Resource Planning1. Consolidate estimates at a solution level, evaluate risks and validate estimates from a technical standpoint, with assumptions, scope and boundaries defined2. Review, validate and negotiate estimates across service lines3. Conduct resource planning (pyramid, people development) at a project level based on project requirements4. Conduct impact analysis for changes and analyse corresponding impact to overall estimates, resource loading5. Review project scope and schedule in project plan