Our Client, a Communications company, is looking for a Service Delivery Manager III for their Remote location.
Responsibilities:
Responsible for onsite and remote service delivery to Client locations, with a specific focus on service quality, customer satisfaction and productivity.
Additionally, the development of strong relationships both internally and with the client is a key performance indicator associated with this position.
You will also serve as a cross-functional facilitator by tapping the appropriate line(s) of service and leading a service delivery team in coordinating a customer-tailored solution to solving problems, filling requests, and delivering contracted services.
Providing a single focal point for all ITO services for the account.
Overall ITO services responsibility.
Ownership, management and monitoring of all ITO activities as required to ensure that all aspects of the SOW, SLA and Cost Plan are adequately performed.
Delivering continuous process improvements, documenting policies and procedures, and implement them.
Coordination of internal Service Desk, ticketing process and technical issues resolution.
Network Services, Data, Voice and Wireless.
These responsibilities will focus on the Cross Functional Processes and their delivery and integration.
Requirements:
Skilled in problem and priority management, the service delivery manager must:
Own customer satisfaction with service delivery levels, serve as a focal point to the client; Develop the technology strategy for the account; Forecast demand for technology services; Act as primary interface and customer to the lines of service; Define and maintain the service delivery plan; Own compliance with contracted service delivery levels (SLA); Own and resolve service delivery problems.
Minimum of 5+ years Service Delivery Management experience Bachelors degree in Computer Science or related field preferred.
Prior background in IT Infrastructure Outsourcing. Self-motivated with ability to work independently, within a remote and matrixed environment.
Keen attention to detail and strong project management skills.
Strong leadership skills with focus on delivering results
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive considerationfor employment without regard to any status protected by applicable law.
