Service Delivery Executive - Infrastructure

Milestone Technologies   •  

Fremont, CA

Industry: Technology

  •  

5 - 7 years

Posted 36 days ago

Responsibilities

Responsibilities

  • Developing a strategic perspective of the services based on multiple levels of detailed operational information
  • Maintaining a holistic view of the Business Service and delivering committed results
  • Reporting on revenue and gross margin status, in addition to other financial measures defined for customer engagements
  • Client program planning, development, and evaluation in their respective area of focus (Business Service)
  • Maintaining documentation and process specific to the customer engagement
  • Building high performing teams, that operate with a culture of customer centricity
  • Ensuring that Service Offerings adhere to Milestone’s management processes
  • Ensuring that Service Offering Owners (direct reports of Business Service Owner or Service Delivery Executive) address the following specific to their service offering: service levels, security, availability, continuity, capacity, compliance, and accessibility, and ensure they design teams for the offerings that are aligned to the necessary culture to successfully deliver on service commitments
  • Building strong partnerships with Milestone’s corporate functions (HR, Recruiting, Operational Excellence, Marketing, Product Development, Finance, Sales, etc.)
  • Partnering with Marketing to gather a good understanding of the market; building awareness of changes in customer climate that impacts service demand; leveraging partnerships with external technology companies to develop new and refine existing Service Offerings to align with market trends
  • Contributing to Service Portfolio reviews and assessing needs for realignment of strategic direction as applies
  • Other duties as assigned

Qualifications

Qualifications

  • Minimum of ten years progressive responsibily for Service Delivery, with full P&L responsibility for a portfolio of at least $10M
  • Five years experience working for a Commercial Service Provider to external customers (not a Captive Service Provider)
  • Capability to create a strategic business plan while delivering on operational and financial results for their respective Business Service
  • Ability to prioritize tasks and projects to align with strategic objectives and business goals
  • Excellent problem solving, communication, and organizational skills
  • The ability to effectively collaborate with Internal team members, as well as external client team members
  • The capacity to lead & deliver operational excellence with a focus on service management and DevOps approach to achieve agility, speed, scale and efficiency
  • Possess a solid foundation in concepts related to technologies and operations in their respective Business Service (Contact Center, Business Process Management, Infrastructure Operations [Network and Data Center], Applications Support Operations and others)

Education

  • S. in Business, Information Systems or other relevant degree is preferred; Advanced relevant degrees (MBA, etc.) are a plus
  • ITIL, PMP and other relevant industry certifications are a plus

2019-8367