Delivery Manager I

Atlanta, GA - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Overview:

TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation information technology and services

Position: Delivery Manager I

Location: Atlanta GA 30346

Duration: 12 Months

Job Type: Temporary Assignment

Work Type: Onsite

Job Description

We are seeking an experienced and results-driven Service Delivery Manager to lead and manage the Production Support Service Delivery for an enterprise test environment platform operations.
The ideal candidate will have prior experience overseeing large-scale support operations including managing a team of approximately 100 resources ensuring high-quality stable and efficient support services 24x7.
This role requires deep expertise in IT Service Management stakeholder communication and delivery governance across distributed teams.

Required Qualifications & Skills:

12 years of experience in IT service delivery or production support with at least 5 years in a leadership role.
Proven track record of managing large-scale production support environments
Strong knowledge and experience in APIs Cloud Kubernetes
Telco experience
Experience managing globally distributed teams of 100 FTEs
Strong understanding of ITIL framework (ITIL certification preferred)
Demonstrated experience in stakeholder management service governance and delivery metrics
Excellent problem-solving communication and organizational skill
Strong analytical mindset with ability to leverage data for decision-making
Experience in Agile/DevOps environments is a plus.

Key Responsibilities:

Service Delivery Management:

Oversee end-to-end delivery of production support services across the enterprise platform and infrastructure
Ensure SLA adherence uptime performance and incident resolution targets are consistently met
Implement and improve ITIL-aligned processes (incident problem change and release management).

Team Management:

Lead a global support team of 100 professionals including L1 L2 L3 support engineers leads and managers
Foster a culture of accountability continuous improvement and operational excellence
Drive workforce planning hiring onboarding and performance management.

Stakeholder & Customer Engagement:

Serve as the primary point of contact for senior stakeholders ensuring transparent communication and timely issue resolution
Regularly provide operational updates risk assessments and service performance reports.
Operational Excellence & Governance:
Define and monitor KPIs SLAs and OLAs. o Identify areas of improvement and drive automation efficiency and process enhancements
Conduct regular service reviews and audits to maintain compliance with regulatory and internal standards.
Crisis & Escalation Management:
Lead the resolution of high-impact incidents coordinating across teams to minimize business disruption.
Own major incident communication and root cause analysis reporting.
Communication with all stakeholders and leadership

TekWissen Group is an equal opportunity employer supporting workforce diversity.

Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation information technology and services Position: Delivery Manag...