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IT Service Delivery Manager – Charlotte, NC
17 Applications Submitted for this Position

Job Description

POSITION: IT Service Delivery Manager – Charlotte, NC


LOCATION: Charlotte, NC 28269

JOB TYPE: Direct Hire

COMPENSATION: Depending on experience


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 company 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 company 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

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 Snapshot

Base Pay $60,000.00 - $70,000.00 /Year
Employment Type Full-Time
Job Type Information Technology
Education 4 Year Degree
Experience At least 5 year(s)
Manages Others Not Specified
Industry Other Great Industries
Required Travel Negligible
Job ID 11518-1
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IT Service Delivery Manager – Charlotte, NC

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