Service Delivery Manager
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Job Description
Service Delivery Manager overseeing 24x7 client operations and ensuring IT service delivery excellence at XTIUM. Leading client engagements, collaboration and operational management under ITIL standards.
Responsibilities:
- 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 XTIUM-Client governance cadence, including regular operations reviews and SLA reporting.
- 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.
- Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG 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.
- Provide leadership to ensure XTIUMs 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 XTIUM IT managed services.
Requirements:
- 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 bachelor’s degree from a four-year college or university or equivalent experience.
Benefits:
- Health insurance
- Retirement plans
- Flexible work arrangements
- Professional development
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