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Service Delivery Manager
2 months ago
Job Description
Global transportation company in central NJ is seeking a Service Delivery Manager.
This position requires you to be fully on-site for 3 months, then remote work 2 days/week.
Benefits include medical, dental, vision, 401K w/company match, 4 weeks vacation after one year.
You will maintain, operate, support, and monitor corporate infrastructure, ensuring customer satisfaction. This individual contributor role involves coordinating, owning, and taking responsibility for operations, Vendor management, crisis management, and VIP support. You will manage and technically support corporate platforms, systems, and networks, working closely with customers and managers to provide an exceptional customer experience. Additionally, you'll be responsible for continually improving service delivery, monitoring service performance, identifying potential issues, and proposing solutions, and managing projects to ensure optimal business outcomes.
Responsibilities:
Providing single accountability working closely with our key customers and managers.
Establishing and maintaining high availability and resilience of platform services. Ensuring rapid and robust resolution of incidents during normal operations.
Monitoring service performance against SLA and SLO's, ensure targets are consistently met and identify areas for improvement.
Identifying, raising, and monitoring potential service risks.
Maintaining/developing our Standard Operating Procedures and overall Documentation.
Coordinating and driving the timely investigation and resolution of service incidents, using root cause analysis (RCA) techniques.
Qualifications
Required experience:
Bachelor's degree in a technology related discipline.
Several years of experience working in IT in a fast-paced environment, with experience in IT service management within an IT Services Company, IT operations, or technical support.
Experience of working in multi-disciplinary teams with multiple stakeholders, and experience in working on process and procedures development and implementation.
Knowledge and demonstrated experience of key ITSM principles, processes and procedures e.g. SLA management, change management, capacity management, incident management, etc.
ITIL certification preferred and overall, very good understanding of concepts as Cloud hosting technologies, Infrastructure (System / Network / Security / DB), DevOps.
Why is This a Great Opportunity
Join a global organization which is experiencing high growth and is committed to technology and career mobility.
Private Notes To MembersComments
This position will be based in Warren, NJ but will report to the company's team in Geneva. The manager is very sharp and a rising star at the firm, so he is looking for a smart, motivated person who is a get-it-done type, not someone who is super theoretical about ITIL or service delivery. The ITIL certification is not a must. It's more important that the candidate is resourceful and bright. They didn't specify a range of years so it's really wide open….it could be a 5 year person or a 10 year person. The amount of years is less important than the person's motivation and ability.
They much prefer a candidate from a service organization or software firm as opposed to a bank or other financial services firm. Candidates from large banks frowned upon.
Local candidates to Warren, NJ only. Must be fully on-site for the first 3 months; then 2 days/week remote.
Posting Details
