Service Delivery Manager
ScalableOS
full-time
Posted on:
Location Type: Remote
Location: United States
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Tech Stack
About the role
- Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
- Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
- Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
- Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
- Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
- Collaborate with clients to develop and refine their IT vision, identifying new opportunities for company solutions and contributing to business cases for emerging technologies.
- Provide leadership to ensure the company’s portfolio of services is aligned with clients' business needs and transformation programs.
Requirements
- 6+ years of related experience in IT and IT technical staff management
- Proven track record in Service Delivery management with a focus on superior client satisfaction
- Extensive experience in network management, including Route/Switch/Firewall and Voice technologies
- Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements
- Demonstrated ability to work in rapid growth, dynamic, and transformational organizations
- Exceptional team player with outstanding interpersonal and communication skills (written and oral)
- ITIL Foundation Certifications highly desired or equivalent to ITIL experience
- Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management
- In-depth understanding of desktop, server, application, and network environments
- Minimum of a bachelor’s degree from a four-year college or university or equivalent experience.
Benefits
- Work-from-home arrangement
- Flexible working hours
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Service Delivery managementnetwork managementRoute technologiesSwitch technologiesFirewall technologiesVoice technologiesITSM toolsprogram managementoperational data analysisContinual Service Improvement
Soft Skills
client satisfactionresource managementinterpersonal skillscommunication skillsteam playerleadershipcollaborationproblem-solvingadaptabilitystrategic thinking
Certifications
ITIL Foundation CertificationBachelor's degree