Service delivery Manager

Global Transportation Company in central NJ is seeking a Service Delivery Manager.

This position requires you to be fully on-site for 3 months, then remote work 2 days/week.

Benefits include medical, dental, vision, 401K w/company match, 4 weeks’ vacation after one year.

You will maintain, operate, support, and monitor corporate infrastructure, ensuring customer satisfaction. This individual contributor role involves coordinating, owning, and taking responsibility for operations, Vendor management, crisis management, and VIP support. You will manage and technically support corporate platforms, systems, and networks, working closely with customers and managers to provide an exceptional customer experience. Additionally, you'll be responsible for continually improving service delivery, monitoring service performance, identifying potential issues, and proposing solutions, and managing projects to ensure optimal business outcomes.

Responsibilities

Providing single accountability working closely with our key customers and managers.

Establishing and maintaining high availability and resilience of platform services. Ensuring rapid and robust resolution of incidents during normal operations.

Monitoring service performance against SLA and SLO's, ensure targets are consistently met and identify areas for improvement.

Identifying, raising, and monitoring potential service risks.

Maintaining/developing our Standard Operating Procedures and overall Documentation.

Coordinating and driving the timely investigation and resolution of service incidents, using root cause analysis (RCA) techniques.

Qualifications

Required experience:

Bachelor's degree in a technology related discipline.

Several years of experience working in IT in a fast-paced environment, with experience in IT service management within an IT Services Company, IT operations, or technical support.

Experience of working in multi-disciplinary teams with multiple stakeholders, and experience in working on process and procedures development and implementation.

Knowledge and demonstrated experience of key ITSM principles, processes and procedures e.g. SLA management, change management, capacity management, incident management, etc.

ITIL certification preferred and overall, very good understanding of concepts as Cloud hosting technologies, Infrastructure (System / Network / Security / DB), DevOps.

Why is This a Great Opportunity

Join a global organization which is experiencing high growth and is committed to technology and career mobility.