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Service Delivery Manager

3 months ago

Mobile, United States Scalian Full time

Who are we?

At Scalian, we are a leading multinational engineering consulting firm with 5,500 specialists and over 30 years of experience. We are specialized in Digital Systems (IT & Software and Systems Engineering) and Industrial Performance (Quality Assurance, Supply Chain, and Project Management).

Our expertise serves various technological sectors such as the aerospace, defense, rail, and energy industries while providing distinctive support to their development and operations.


Are you an experienced IT Service Delivery Manager – VDI?

If your answer is yes, it’s your lucky day as we are looking for a dynamic and talented person to join our team in the US


What will your role be?

We are seeking a skilled IT Service Project Manager – VDI to oversee the planning, execution, and ongoing enhancement of Collaboration services, particularly focusing on virtual desktop infrastructure. The ideal candidate will possess a background in VDI technologies, project management, and exceptional customer service to ensure the seamless delivery of high-quality video conferencing solutions.


Primary responsibilities include:

  • Follow operational activities on Computers (Physical, Virtual)
  • Focus on efficiency and availability of the product environment
  • Liaise with VDI technical experts in Europe and North America to coordinate resolutions of incidents and major crisis
  • Oversee the prompt resolution of VDI tickets by the subcontracted support team
  • Set up continuous improvement and automation process taking care of business continuity and user experience
  • Guide business to select the most relevant Virtual solution according to needs and the solution catalog


Activities:

The Services to be provided by the SDM VDI include all relevant tasks and activities which are necessary to accomplish the expected objectives of any product delivery:

  • Set up operational reporting
  • Tracking and reporting on operational performance.
  • Drive continuous improvement & synergies between Physical and Virtual computer products
  • Ability to analyze and improve operational processes.
  • Assist with the implementation of new processes and procedures
  • Manage partner and Subcontractor
  • Proceed to escalation as required
  • Support preparations of Steering Committees


What skills and qualifications are we looking for?

  • Bachelor/ Master Degree in Computer Science, Computer Engineering, Information Technology, or relevant field with 3-5 years of service management & process automation experience
  • Proven experience and understanding in IT project needs, milestones, and governance
  • Agile methodology experience
  • Mastering of ServiceNow or equivalent IT Service Management tool
  • Good knowledge of IT operation (ITIL knowledge) with a user centric or business approach.
  • Incident & Problem management
  • Capacity Management
  • Demand management
  • Event management
  • Knowledge management
  • Basic understanding on Virtual Desktop Infrastructure (VMware/Omnissa Horizon, Citrix, AWS..)
  • Be part of a multi-functional team to improve Physical and Virtual computer services and processes
  • Proactive attitude with strong attention to detail, analytical, problem-solving, and interpersonal skills
  • Ability to work both independently and in a team environment, fostering relationships with multiple audiences


Why join us?

  • To acquire experience in different critical industries and projects while working for the same company;
  • To have a competitive salary and a great benefits package
  • To access trainings that focus on expanding your knowledge while staying up to date with cutting edge technologies and best practices;
  • To have a clear career development plan that suits your goals;
  • To have the possibility of working abroad through our mobility program thanks to our international presence;
  • To join a dynamic, specialized and fast-growing group where communication is key and where every team member is valued.
  • To be part of a team where having fun is essential.