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.
ITIL Foundation Certifications highly desired or equivalent to ITIL experience.
Requirements:
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 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.
Job description
This is a remote position.
SUMMARY
The role involves managing a cross-functional team, aligning ITIL-based service delivery, and overseeing a wide range of IT solutions, including network, IT data center, private and public cloud, data analytics, unified communications, collaboration, and security solutions.
JOB RESPONSIBILITIES
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.
QUALIFICATIONS
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.
JOB REQUIREMENTS
Should be willing to accept a long-term work-from-home arrangement.
Should be amenable to a permanent night shift schedule
