As part of a leading IT managed services specialist with more than 12,000 associates worldwide, we rely on the personal relationships we build with our consultants and the clients who depend on them. Join the team.
We are currently seeking a qualified Serv ice Delivery Manager for an onsite position in Irving, TX. This Manager owns the delivery relationship for one or more customers. They will be directly accountable for all Delivery services (shared, remote and / or dedicated) and Delivery cost to the Customer Executive. This individual will also represent and be accountable for all Delivery services such as New Solutions, Account Expansion, Projects, Transitions / Transformations, implementation of new services and operations, as well as all associated account management services (e.g., SLAs, CSATs, Cost, Forecast, reporting, trends) to the assigned Customer Executives. Duties and Responsibilities:Enhances the expectations of the internal / external customer experience by overseeing the Service Delivery performance of service to customers as per agreed contract and ensures service levels are achieved
Contributes to a team of key internal stakeholders in the NOC and account team to help deliver a quality product to the client
Provides leadership and direction in the service management provision to support business running, growth, and transformation activities
Ensures OLA's and SLA's and any third-party supplier agreements are in alignment with and capable of delivering services within contracted timeframes
Underpins the Operational Level Agreements within the delivery units where specifically needed (i.e., where the customer requirements differ from the service level in standard service descriptions)
Accurately forecasting the demand for services, and appropriate cost by account
Works to mitigate the impact of service failures and improve quality
Acts as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes
Be the onsite liaison between the operations team and the client, including handling requests for high-priority issues and escalations
Investigates and reports all breaches of OLA's / SLA's and Service Management Processes and manages the proposal and implementation of solutions to prevent future occurrences
Prepares status reports for customers by working with differing internal and external teams
Prepares monthly Availability Management Reports for customers and management, highlighting any service exceptions
Skills and Qualifications:
Bachelor's Degree or minimum of 4 to 8+ years of experience in a related field
Extensive experience of customer and supplier relationships, confidence, and presence to deal with customers and suppliers both internal and customer facing
ITIL V3 Foundation Certification
Detailed working knowledge of a very broad range of IT systems
Excellent account and delivery skills
Strong strategic and tactical account support management and services skills
Problem solving capabilities, which includes using several methods to help diagnose the opportunity with general focus on operational efficiency
Full COVID-19 vaccination may be required.
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