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Job Description
Service Delivery Manager overseeing delivery excellence in support towers, managing customer relationships and P&L responsibilities for NSC Global's IT communications.
Responsibilities:
- Responsible for delivery excellence of all support towers
- Customer relationship management and client care
- P&L responsibility
- Building relationships through open and honest communication
- Provide comprehensive status reporting to the customer and NSC Global leadership team
- Ensure delivery teams meet or exceed all Service Level Agreements
- Develop and monitor performance objectives for all direct employees
- Create financial forecasts and work with the finance group to ensure revenue and profit targets are met
- Complete billing responsibilities in a timely manner
- Lead collective activities as necessary
- Coordinate all resources of the tower (including off-shore)
- Orchestrate end-to-end-services for the involved towers
- Manage cooperation between Towers to ensure usage of standard methods and tools wherever applicable
- Ensure that account specific processes are applied at all relevant scope
- Evaluate and manage service requests
- Drive completion of service acceptance, technical assurance and handover processes
- Be the SPOC in case of escalations & major incidents
- Act as the next level of escalation for tower specific technical teams for all service mgmt. processes
- Ensure that the Root Cause Analysis for tower specific services is performed
- Raise problem records whenever identified
- Raise request for changes, assess prepare, present the change in the CAB to get the approval
- Identify and manage all required resources for change planning and execution (including testing, approval and back out plans)
- Ensure the quality of asset management requirements in the respective towers
- Ensure the CAP planning of the account in the tower on the component level and provision to Manager
Requirements:
- College/University degree in IT or 5 - 7 years of equivalent working experiences
- Portal, virtualization, application database or hardware knowledge
- Solution Architect 3 -5 years
- ITL Foundations
- Project Management
- CRM Experience
- Experience in Hardware and Software Migration is an asset
Benefits:
- Equal opportunities employer and commitment to diversity and inclusion
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