Senior IT Service Delivery Manager – Charlotte, NC

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Job Description


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POSITION: Senior IT Service Delivery Manager – Charlotte, NC

NUMBER OF OPENINGS: 1

LOCATION: Charlotte, NC 28269

JOB TYPE: Direct Hire

COMPENSATION: Depending on experience

ESTIMATED START DATE: March 15, 2015

HOURS: Mon – Fri, 8am – 5pm: This is a US-business hours based position, which reports directly to the Global Resources Director.

The Service Delivery Manager (SDM) is responsible for ensuring that support is properly coordinated and integrated into the client’s IT processes and will act as the prime interface for service delivery across all of the client’s facilities.

The SDM is a technical resource for ongoing support of the client’s IT environment. The SDM works closely with the client’s technical staff and IT management. The SDM is a primary contact for process or technology issues that could impact the availability, security, or performance of critical IT services. Working closely with the client’s technical staff and IT management, the SDM provides guidance to maintain the high-availability environment. To help meet the client’s business objectives and ensure continual improvement, the SDM manages and delivers technical services, participates in periodic reviews and internal meetings, and transfers knowledge of best practices. The SDM will provide deliverables, either remotely or onsite, at SMS’s discretion with the client’s approval.



Essential Duties and Responsibilities

- Fully understand the Statement of Work (SOW) that governs the relationship between SMS and the client

- Collaborate with the Engagement Management (EM) services team, Account team, and Global Resource (GR) team in presenting Service Activity Reviews with the client

- Translate client requirements into working instructions for delivery within the scope of the governing SOW

- Take overall responsibility for the service delivery: providing the client with a single point of contact, and overseeing daily service activity on the account to ensure service delivery objectives are met or exceeded

- Monitoring client's service delivery experience to ensure that it meets or exceeds expectations

- Mitigate and solve escalations with urgency and determination: including taking a lead role in critical service failures, which may include facilitating technical and managerial teleconferences

- Maintain and update as needed, the functional, technical and procedural knowledge to service delivery stakeholders (Account Service Plan or Run Book)

- Remotely manage FTE and/or staff augmentation engineers

- Build and maintain client relationships

- Additional duties may include, but are not limited to:

- Researching, vetting, and on-boarding additional resources

o Providing SDM services for additional clients

o

Minimum Qualifications

Key Competencies:

• Excellent communication skills, ability to communicate over the telephone, and run a teleconference is crucial to success in this role

• Excellent meeting management skills, both in person and teleconference skills

• Excellent Microsoft Office skills, ability to create and use spreadsheets to analyze data, ability to create professional looking presentations and documents

• Excellent understanding of ITIL service delivery concepts

• Excellent crisis management skills, ability to facilitate problem resolution in stressful situations

Training and Experience:

- Four-year College Degree from accredited institution

- 5+ years in an IT service delivery organization

- 2+ years as a manager in an IT service delivery organization

- ITIL certification preferred

Able to travel to client sites, as needed, for meetings.

If you are interested or know of anyone who might be please send an updated resume with salary requirements to: [Click Here to Email Your Resumé]

Job Requirements

 

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education 4 Year Degree
Experience At least 3 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Negligible
Job ID 11498-1
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Senior IT Service Delivery Manager – Charlotte, NC


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