Service Delivery Manager
Share
Job Location:
National Capital Region - Philippines
Monthly Salary:
Not Disclosed
Experience Required:
5years
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
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 companys 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 companys 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 bachelors 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
