Service Delivery Manager

This is a remote position.

• Strategic Client Management
  
• 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.
  
• Lead Service Delivery Management Company-Client governance cadence, including regular operations reviews and SLA reporting.
  
• Operational Excellence
  
• 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.
  
• Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.
  
• Client Collaboration and Vision Development
  
• Collaborate with clients to develop and refine their IT vision, identifying new opportunities for company solutions and contributing to business cases for emerging technologies.
  
• Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
  
• Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients
  
• Leadership and Innovation
  
• Provide leadership to ensure the company’s portfolio of services is aligned with clients' business needs and transformation programs.
  
• Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle.
  
• Provide input into programs, policies, and procedures for continuous improvement of company’s IT managed services.
  

• 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.
  

• Should be willing to accept a long-term work-from-home arrangement.
  
• Should be amenable to a permanent night shift schedule