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IT Service Delivery Manager

SES Manassas Full-Time
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Your Job

The IT Service Delivery Manager, under the direction of the Senior Manager, Global IT Networks, identifies business requirements and oversees the delivery of the IT services within the context of Accounts served by IT Account Managers. The foundation of this position is establishing processes to provide consistently high levels of customer service in a cost-effective manner. The IT Service Delivery Manager is responsible for providing business requirements and expectations as well as feedback on performance, to various IT teams and oversees IT service delivery execution, preventing defects within the IT Department.


This position may be based either in Princeton, New Jersey or Manassas, Virginia.


Your Responsibilities 

  • Responsible to the IT Account Manager, to own their services, end to end, including Applications/Operations as part of the IT delivery model
  • Work in harmony to deliver the services
  • Own KPIs through an account dashboard, provide conclusions, and trend analysis
  • Engage with the resolver groups within IT to close Account issues and coordinate the preparation of RCAs and Service Improvement Plans, when needed
  • Identify, propose and action solutions for issues identified during internal/external reviews
  • Detect process defects and improvements, giving input to Business Process Owners and work with Incident/Problem/Change Managers
  • Maintain a working knowledge of industry best practices, solution methodologies, and emerging technology trends; stay up-to-date with state-of-the-art IT concepts and technologies
  • Understand the strategic imperatives, business capabilities, operating model, issues, and IT needs of assigned business areas across several countries. Maintain and nurture customer relationships to support the IT Account Management to manage demand, identify requirements, and support the delivery of solutions
  • Support the IT Account Manager in building business cases to sell in proposed solutions to the Business IT Steering Committee
  • Participate in weekly IT Process Review Meetings with IT Business Process Managers
  • Ensure Outstanding Business Support – ensure team members, including 3rd parties, provide outstanding day-to-day IT support, working within defined SLA metrics and manage issues to completion
  • Facilitate successful execution of major IT business application projects including communication with key executives, budget management, and coordination of 3rd party deliverables
  • Perform other related duties as assigned

What’s in it for you?

In addition to a competitive salary and benefits package, we offer you a truly global opportunity in an exciting industry and all the support you’ll need for both your professional and personal development. But most of all, we offer a truly unique opportunity to play your part in making a difference for those who need it most. We strive to uphold honesty, transparency and courage in everything we do. We’re proud to belong to the SES team and collaborate towards success.

Good to know

SES and its Affiliated Companies are committed to hiring and retaining a diverse workforce. We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. In conformity with U.S. Government technology export regulations, including the International Traffic in Arms Regulations (ITAR) and the Export Administration Regulations (EAR), and/or other applicable U.S. law, regulation or other requirements imposed by the U.S. Government, certain positions may require U.S. Citizenship, status as a lawful permanent resident of the U.S. or a “protected individual” as defined by 8 U.S.C. 1324b(a)(3), or eligibility to obtain the required authorizations from the U.S. Department of State or U.S. Department of Commerce.


Your Competencies 

  • Strong analytical and problem-solving skills
  • Proven negotiation skills
  • Demonstrated managerial skills, able to lead a team and cooperate with other IT and business functions
  • Proactive approach towards potential and/or current customers
  • Ability to work autonomously with minimal supervision
  • Ability to learn new technologies quickly
  • Service and customer-centric mindset is a must.
  • Excellent written and verbal communication skills
  • Ability to understand business requirements and work towards solutions
  • Openness for new technologies and readiness for change
  • Stress resistant and able to manage multiple tasks at the same time
  • Ability to work in a rapidly changing environment under tight timelines

Your Profile

  • Bachelor’s Degree in Computer Science, Business Information Systems or equivalent
  • Minimum eight to ten years of applicable professional experience in a large heterogeneous environment
  • Working knowledge of PMP Project Management concepts and principles
  • Proven experience of the following disciplines: Knowledge Management, Incident Management, Catalog/Request Management, Service Level Management, Vendor Management, IT Asset Management
  • Sound knowledge of IT Service Management and ITIL Framework
  • Sound technical understanding of the IT landscape and related technical skills
  • Project Management Professional and IT Service Management Certification are a strong asset
  • Fluency in English, any other language is considered as an asset
  • Willingness to travel internationally

Recommended skills

Service Level Management
Incident Management
Service Delivery
Knowledge Management
Business Process
Best Practices
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We are the world’s leading satellite operator with over 70 satellites in two different orbits, Geostationary Orbit (GEO) and Medium Earth Orbit (MEO). We provide a diverse range of customers with global video distribution and data connectivity services through two business units: SES Video and SES Networks.

Our global team works collaboratively to make a significant, and often life-changing difference in the world. As part of our team, you will play an integral part in delivering on our vision. At SES, we connect and enable broadcast, telecom, corporate and government customers, and enrich the lives of billions of people worldwide.

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