Service Delivery Manager

- Serve as the main driver of the customer engagement team to provide leadership, enhance client relationship and superior communication to the client, Core Technology leadership and the team 

• - Through Weekly Status Meetings 

• - Monthly Client Reviews 

• - Quarterly Business Reviews 

• - Internal Planning and Strategy Sessions - Resource Allocations 

- Keep the team (consultant, business development, team management) fully updated on all feedback coming from the client and ensure adherence to client expectations (Internal Status Meetings/Reports) 

- Ensuring the services are implemented and project deliverables have been fully delivered by EXOS, conform to what has been contractually agreed between client as well monitoring the delivery of services against agreed schedule, quality, scope, and budget. 

- Facilitate resource requests, assist in resource planning and address resources performance issues.  

- Lead regularly scheduled internal project team meetings as well as status meetings with the customer and document feedback from the client. 

- Acting as the escalation point when issues arise with EXOS resources / services and managing any dispute or conflict, ensuring communication with Director to determine course of action 

- Working with internal resources within EXOS on project performance (services delivery, progress, etc.).   

- Communicate additional opportunities that are identified with an engagement to business development and actively assist team in growing the opportunity 

- When required, produce a project plan based on project size and customer requirements 

- Participate in the pre-sales cycle with business development to help understand specific requirements when the opportunity is robust to help finalize an engagement. 

- Act as the primary escalation point with Director & Sr. Director for any challenges in delivery or the relationship.  

- Offer guidance and/or mediation in delivery, scope, personnel, operational management challenges and priorities when conflicts arise. 

- Oversee installation, configuration, administration, maintenance, and support of service/management applications or infrastructure components incorporated at clients' existing or future computing infrastructure. 

- Monitor ongoing operations and assist with performance tuning and troubleshooting of hardware, operating systems, and application issues. 

- Assist the Director of Managed Services with client assessments to scope new projects. 

- Oversee regular and on-demand infrastructure backups and recoveries. 

- Participate in disaster recovery and business continuity planning, testing, and implementation. Participate in the system's emergency response. 

- Participate in a 24/7 on-call rotation. 

- Maintain appropriate documentation on procedures, configurations, and equipment inventory. 

- Assist in the management and operation of the client's datacenter. 

- Assist in the implementation of security policies and procedures, and investigate and resolve security incidents to ensure a stable and secure computing infrastructure. 

- Design and develop automated processes using a variety of scripting and programming languages. Develop standard operating procedures and train staff in their implementation. 

- Research and recommend new hardware, software, and management tools to enhance service quality. Manage projects of various sizes, including needs analysis, planning, testing, and implementation. 

- Perform other duties and responsibilities related to those described above, which do not alter the basic level or duties of the position. 

- Service Strategy and Planning: 

                    - Alignment with Business Goals: They collaborate with senior management to understand business objectives and align IT services accordingly. 

                     - Service Portfolio Management: They oversee the catalog of IT services offered, ensuring they meet current and future needs. 

- Service Design and Transition: 

• - Service Level Agreements (SLAs): They establish SLAs, which define the level of service expected by customers and stakeholders. 

• - Capacity and Availability Management: They ensure that IT resources are adequately provisioned and available to meet service demands. 

• - Change Management: They oversee the process of implementing changes to IT services, minimizing disruptions to the business. 

- Service Operation: 

• - Incident Management: They are responsible for the timely resolution of incidents, minimizing their impact on business operations. 

• - Problem Management: They identify and address the root causes of recurring incidents to prevent future disruptions. 

• - Request Fulfillment: They manage service requests from users, ensuring they are handled promptly and efficiently. 

Continuous Improvement: 

• - Performance Monitoring and Reporting: They track key performance indicators (KPIs) to assess the effectiveness of IT services and identify areas for improvement. 

• - Service Improvement Plans (SIPs): They develop and implement plans to enhance the quality and efficiency of IT services. 

Vendor Management: 

• - Supplier Relationship Management: They liaise with external vendors and service providers to ensure they meet contractual obligations and deliver value. 

Stakeholder Communication: 

• - Customer Relationship Management: They maintain open and effective communication with customers to understand their needs and expectations. 

• - Reporting and Documentation: They provide regular reports on service performance and maintain documentation related to IT service delivery. 

- Technology Evaluation and Adoption: 

                     - Stay Informed: They stay abreast of emerging technologies and evaluate their potential to enhance IT service delivery.