IT Service Delivery Manager

Confidential Company  •  Atlanta, GA
Salary depends on experience
Posted on 06/20/18 by Emily Russo
Confidential Company
Atlanta, GA
Salary depends on experience
Posted on 06/20/18 Emily Russo

We are looking for IT Service Delivery Manager for our client in Atlanta, GA

Job Title: IT Service Delivery Manager

Job Location: Atlanta, GA

Job Type: Contract ? 12 Months / Contract to Hire / Direct Hire

Job Description:

  • Service Delivery Manager is accountable for managing service delivery for a dedicated client account promoting the continuous improvement of productivity, service quality and customer satisfaction

Service Delivery Manager is focused on:

  • Delivering service that meets SLA and delights the customer (KPI: SLA achieved & high customer satisfaction)
  • Achieving productivity improvements (KPI: Value for customer & enhanced margin)
  • Transforming and growing the business (KPI: Further profitable service revenue)
  • Developing strong relationships with Customer(s) and teams (KPI: Strong network in place & people development is evident)
  • Manage Profitability - responsible for Budgeting, P/L and Financial Management

Required Skills:

  • Lead and Manage large teams spread across multiple geographies focusing on Service Desk
  • and End User Computing tower.
  • Strong ITIL Processes knowledge
  • Vendor Management & Contract Negotiation Skills & Experience.
  • Overall Strong knowledge and experience in Service Desk, End User Computing & End User
  • Experience Management areas
  • Strong written and verbal communication skills
  • Strong Analytical and Presentation Skills
  • Budgeting and P/L management experience
  • Strong interpersonal skills ? Build and Manage customer relationship at Dir/Sr. Dir/CXO level
  • Strong knowledge and experience in IT Operations management
  • Effective & Efficient People Management Skills - In-depth understanding of Cultural diversity and expectations of Managing a Geographically spread organization and team members

Main Accountabilities:

  • Accountable for managing end to end service delivery for one dedicated accounts
  • Accountable for overall end-to-end IT infrastructure service delivery from multiple tracks under
  • End User Computing like Service Desk, Desk Side, Field Support Operations, Asset Depot
  • Lifecycle Management, Identify Access Management and End User Experience Management
  • Provides a focus for SLA management and customer satisfaction. Ensure the information
  • systems and the review structure for SLAs and client satisfaction are in place and effectively used
  • Build and maintain client relationships
  • Continuous and demonstrable improvement of productivity resulting in increased cost
  • effectiveness and value.
  • Ensures and monitors that processes are in place to pro-actively protect consistent service quality
  • through rigorous management of change control and acceptance into service procedures.
  • Ensures resources, capabilities and capacity to meet both existing and new business demand
  • Provides expert problem management support to difficult, high profile customer issues and
  • ensures root-cause analysis is conducted and a corrective action plan is followed through with
  • any learning applied for future benefit
  • Oversees the integration of all service delivery units and constantly improves the quality and
  • inter-working of the whole service team, including Customer other service partners and suppliers
  • to ensure a seamless end-to-end delivery of service for clients
  • Ensures robust tools and - where relevant - technological platforms are in place to support
  • customer environment and best service solution
  • Motivates, develops and mentors other service delivery employees and managers where relevant
  • Maximizes same account growth opportunities
  • Champions team-working, re-use, knowledge sharing and promotes the increased use of best
  • practices
  • Provides support to new business opportunities. Takes an active role in bids and supports the
  • transition and implementation of new business (including new service offers)
  • In conjunction with the Accounts / Sales teams stimulates & defines requirements for new
  • services in line with Service Line Strategy. Ensures such offerings are professionally introduced,
  • accepted and deliverable
  • P&L Budgeting and Management
  • Produce management and account performance reports to an agreed schedule or upon request
  • Attend client service review meetings covering performance, service improvements, quality and
  • processes
  • Resource Management ? Training Facilitation, Talent farming, Attrition, Rotation etc. as per
  • Organization guidelines.
  • Project Management Skills

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