Service Delivery Manager

Job Responsibilities/Essential Functions/Competencies    

• Integrate with Managed Services teams to include Managed Services Clients.
• Escalation point 24 x 7hours, 365 days for all Managed Services operational issues.
• Provide operational oversight to multiple Managed Services Clients
• Customer facing for assigned clients for daily operations.

• Attending all internal and external meetings related to assigned clients.
• Participate in Onboarding new clients to operational readiness.
• Experience in ITIL Service Management practices, including Incident, Change, Request and Problem Management
• Daily review of all incidents, changes, requests, problems and all Managed Services monitoring tools for assigned clients
• Monitor SLA/SLT/SLO measurements to ensure compliance daily for assigned clients.

• Prepare and conduct Weekly Operations meetings for all assigned Managed Service Clients.
• Prepare and present operational reporting for the Monthly and Quarterly meetings.

• Works with Senior Operations Management team to ensure Engineers and Architects have the proper skillsets to support Managed Services Clients.
• Manage escalation bridges for critical incidents for Managed Services Clients.
• Create and present Root Cause Analysis for all Critical Incidents
• Generate Managed Services reporting and Key Performance Indicators
• Work closely and support Process and Compliance leadership.
• Create and update documentation including Standard Operating Processes and Procedures
• Perform training of Managed Services processes to new employees.
• Build, develop and maintain OEM and Vendor relationships as needed.

Qualifications

State the minimum qualifications required to successfully perform the job. These are the qualifications that are necessary for someone to be considered for the position.

Education

• Bachelor’s Degree in Business, IT, or related field or equivalent experience

Certifications

• ITIL Specialist certification is highly desirable.

Work Experience

• 5+ years of Incident Management, Problem Management, or Crisis Management experience required.
• Exposure to technology projects and project management.

Specialized Knowledge, Skills, and Abilities

• Advanced Skills in MS Office applications including Excel, Word, OneNote and Outlook
• ServiceNow and SharePoint experience is a plus.
• Ability to work independently and aggressively track incidents.
• Excellent documentation skills and attention to detail
• Ability to communicate well with customers and co-workers.
• Ability to work in a team environment
• Strong problem-solving skills
• Strong communication skills (written, verbal, and presentation)