Service Delivery Manager

The Service Delivery Manager (SDM) is responsible for overseeing program implementation and program delivery for a suite of managed IT services for external clients from transition onboarding and throughout steady state. The SDM is responsible for overall success and partnership within the organization while ensuring high customer engagement and satisfaction.

Duties

Manage technical program (and project) deliverables via internal teams to include infrastructure compute governance ITSM, etc.; conduct regular standup meetings to ensure effective and efficient communication across verticals as well as timely escalations when necessary; coordinate the assignment of projects via both internal resources and external vendors while interfacing with client to ensure milestones are met – 50%

Responsible for consistent reporting of program status issues / risks and provides leadership for obstacle resolution – 20%

Document current state and conduct continuous improvement review of internal processes – 20%

Administrative duties as required; other duties as dictated by business and management – 10%

Experience

Four (4) years of College or University studies resulting in a Bachelor's Degree or equivalent

ITIL3 / ITIL4 certification preferred

3 to 5 years of experience with technology and professional services project work

2 years project management experience delivering technical solutions

Experience overseeing technical installations and/or serving in technical sales / sales engineer

Experience working with customers technical business operational and financial staffs

Experience working with hardware and software vendorsExperience with Client / Server applications Networking Technologies Storage Systems Network Security Methodologies or other related business technologies

Strong communication and cross-functional collaboration skills

Proficient with Microsoft Office / Office 365 suite

Experience with Microsoft SharePoint desired

Customer-focused interpersonal skills professional conduct and communication skills to effectively gather information, ask questions to clarify technical requirements, discuss technical solutions with the customer and discuss any challenges with internal personnel, external vendors and clients

Experience with related technical disciplines including IT Security Business Continuance a plus

The role may require anywhere between 3-5 days onsite.

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.

Key Skills

IT Experience

Data Center Experience

Problem Management

Network Management

Management Experience

Solaris

Customer Support

ServiceNow

IT Service Management

ITIL

Project Management

Operating Systems

Employment Type: Full-Time

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