Job Description - Service Delivery Manager in Colu
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Service Delivery Manager

Ref: US_EN_6_914771_1351540

Posted yesterday
Job Location
Colu, New York
Contract Type
Permanent
Category
Information Systems

A direct hire Service Delivery Manager job opportunity is available courtesy of Modis. Targeting candidates in either the Columbus, OH or Charlotte, NC area. Details below:

Scope of Role

To provide Service Management and Operational Management to clients buying their services. You will be responsible for working on an outsourced contract delivering service to a large enterprise customer.

Primary Responsibilities

  • Leads the Service Delivery Management function for large enterprise level clients and maintains and evolves the Service Management framework
  • Delivers and runs service management operational processes and structure. This includes much of the ITIL stack – Incident, Problem, Change, Service Request, Major Incident management
  • Manages a small team of people that work for this client who are technicians
  • Delivers and runs service management operational processes and structure. This includes much of the ITIL stack – Incident, Problem, Change, Service Request, Major Incident management
  • Within this; able to lead and run joint service management activities with the client – CAB’s, Service Reviews, Continual Improvement plans
  • Ensures services are performed within contractual obligations – able to manage the business priorities of SLA’s, KPI’s and other strategic objectives daily
  • Fosters a positive collaborative relationship with the client and key stakeholders within the company 
  • Able to balance delivering excellent client experience with commercials
  • Works with sales to ensure there are no support barriers to revenue generation
  • Leads a small team of technicians also working on this account – this would be non-technical direct management and would include:
  • Objective setting and day to day prioritization
  • Integration of technical and SM resource to create single, cohesive team, in front of the client
  • Strong co-working with technical leader within this account who will provide technical direction and prioritization of this team
  • Ability to multitask to take on additional accounts in the future and be able to balance those priorities
  • Skills & Experience Overview

  • Strong ITIL skills and comfortable acting as an ITIL SME in core competencies
  • 2+ years' experience in a Service Manager role
  • Must have experience working directly with clients
  • Commercially astute
  • Excellent leadership skills
  • Can work in a matrix – has worked in a large multinational environment, preferably
  • Technical skills to manage a technical team with a degree of authority to at least converse
  • Self-starter – can work independently and prioritize, where manager is not in same location
  • Hands on attitude – flexible
  • Service Now skills are a bonus
  • Flexibility to sometimes be on call or work outside of normal business for key projects etc.
  • Has worked within an Agile framework – has some understanding of the journey to Dev Ops
  • Equal Opportunity Employer/Veterans/Disabled

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