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TECHNICAL SERVICE DELIVERY MANAGER

The Select Group Tustin Contractor
$104,654.00 (Careerbuilder est.)
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TECHNICAL SERVICE DELIVERY MANAGER POSITION:

The ITSM Service Delivery Manager is the primary point of contact in dealing with technology service proactive improvements, relationship management and overall service improvement. They require the ability to manage and interact with senior level executives within the business, respond to any and all service concerns regarding the support and ensure restoration of service. The SDM is required to identify and drive methodologies and processes that support world class standards and manage key targeted areas for improvement. Ensure that service level management best practices exist across all service platforms.

This position will enhance the client experience by managing the service delivery performance of services to our clients and ensure that optimum performance is achieved. The Service Delivery Manager works closely with various departments and Client account stakeholders to ensure consistent quality service delivery and to identify and facilitate remediation of service quality issues as they arise. The Service Delivery Manager coordinates activities with the various matrixed functional leaders.

TECHNICAL SERVICE DELIVERY MANAGER POSITION REQUIREMENTS:

  • 9+ years working as SDM, Program Manager, Engagement Manager

  • 5+ years of ITIL service delivery experience (ITIL V3 certification preferred)

  • Extensive experience in a 27x7 environment

  • Conceptual knowledge for all areas of IT Infrastructure components (server, storage, network, cloud, applications, security hardware, routers, switches, firewalls, gateways)

TECHNICAL SERVICE DELIVERY MANAGER POSITION RESPONSIBILITIES:

  • Ensure smooth service delivery in line with contractual commitments being the interface between customer and Tower SDM's. This includes, but is not limited to technical backlog reviews, customer service requests, etc.

  • Support the organization in delivering Service, Strategy and Vision.

  • Collaborate with other Service Delivery Managers to develop processes, standards and procedures for the Managed Services team consistent with department strategy and vision.

  • Support the process owners and ensure process functionality and service delivery.

  • Maintain a sound knowledge and understanding of current methodologies, technologies, services and tools.

  • Mitigate the impact of service failures and improve quality Standard Operating Procedures.

  • Form strong relationships with the stakeholders building an understanding of requirements and business drivers.

  • Establish and maintain strong personal relationships gaining trust and respect with the customer base in the assigned service area with the goal of meeting contractual commitments.

  • Determine appropriateness of escalations and ensure service delivery of all issues from managed service clients by enforcing escalation and ticket handling processes.

  • Prepare status and system health reports for Managed Service clients by working with differing internal and external teams.

  • Attend regular customer service meetings delivering service reports in line with contractual obligations with key customers.

  • Acting as the liaison between our team and the client

  • Assisting with the oversight of all resources and support organizations required to deliver the solution


About The Select Group:

We are TSG - a fast-growing technical services firm serving the U.S. and Canada. We open doors to diversified prospective employers who respect and value your ambitions, your pursuit of a meaningful career, and your particular skill-set. We offer interview guidance, an impressive referral program, and partner with you to find work that drives you. Learn more about us in our URL blocked - click to apply or visit us at URL blocked - click to apply Sign up to receive weekly job alerts in your inbox by joining the URL blocked - click to apply

We have the privilege of impacting lives, so let us impact yours.

The Select Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state, and local laws.

 

Recommended skills

Service Delivery
It Service Management
Quality Of Services
Delivery Performance
Information Technology Infrastructure Libraries
Service Level Management

Location

CareerBuilder Estimated Salary What is the Careerbuilder Estimated Salary? Only about 20% of the jobs in our search results contain salary information. When a job posting doesn’t include a salary, we estimate it by looking at similar jobs in the same industry in that location. It is not necessarily endorsed by the employer and actual compensation may vary based on your experience.

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What is the Careerbuilder Estimated Salary?

Only about 20% of the jobs in our search results contain salary information. When a job posting doesn’t include a salary, we estimate it by looking at similar jobs in the same industry in that location. It is not necessarily endorsed by the employer and actual compensation may vary based on your experience.
This estimation is based on Job title, Industry, Location and Skills
$104,654
Avg. Yearly Salary
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Job ID: TheSelectGroup_48603

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