HCLTech | Service Delivery Manager | parsippany, nj

7 days ago


parsippany, United States HCLTech Full time

Position: Service Delivery Manager

Location – Hybrid (WFH &Parsippany, NJ)

FTE Position ( Hybrid )


JD for Service Delivery Manager

Responsibilities:

The Verizon Service Delivery Manager will report to the Program Delivery Executive and will assume responsibility for the performance of all project activities in the absence of the Program Delivery Executive. The Service Delivery Manager will be the key individual overseeing the service delivery process during the transition (with the exception of transition specific related activities) and during steady state throughout the life of the contract. The Service Delivery Manager will coordinate service delivery activities with the Change, Problem, and Project Managers to ensure contractual conformance, identify potential problems, set and adjust priorities, and redirect activities as necessary to achieve the goals of the project. The Service Delivery Manager also will ensure that the Verizon Change, Configuration and Release Management Programs are being implemented within ITIL standards.

Assist the Program Delivery Executive in all governance duties as directed

Provide business support and coordination during global implementation

Oversees change management process

Secure alignment of customer, Verizon and Third Party vendor service processing systems

Establish, implement and monitor change management process including chairing monthly management meetings

Issues relevant change control status updates and facilitates in-scope and out of scope changes.

Establishes the format of the periodic change management reports and provide the report for all Verizon core services

Identifies any issues discovered regarding Verizon’ performance including failure by Verizon to meet any SLAs, and presents a “resolution plan” to Program Delivery Executive to resolve

Specifies process flow of change requests, validation, and approval – specific for non-standard changes, and coordinate with NOC and moves, adds, changes, and deletes (MACD) process through the Verizon Customer Portal

Communicates changes using the agreed to change management processes

Supports the Account Team in all problem escalations/notifications associated with scheduled network scheduled maintenance and planned outages

Professional Qualifications:

  • Minimum BS/BA, or equivalent, with 8-10 years of job-related experience, MBA a plus
  • Extensive supervisory experience in telecommunications preferably in managing large international accounts.
  • Project Management (PMP) certification preferred
  • ITIL Foundation Certificate and ITIL conversant a plus



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