Client Services Manager

2 weeks ago


New York, New York, United States Walsh Employment Full time

Service Delivery Manager

Salary Range: $100-125k

Location: Warren, NJ

This position requires an initial period of onsite work in Warren County, New Jersey, followed by a hybrid work model with three days onsite each week.

Applicants must be US Citizens or Green Card holders.

Benefits include comprehensive medical, dental, and vision coverage, a 401K plan with company matching, and four weeks of vacation after one year of service.

About the Company:

Walsh Employment is a prominent player in the global transportation sector, specifically within the IT division of a leading shipping, transport, and logistics organization. With a workforce exceeding 1000 employees, we are at the forefront of industry innovation, leveraging advanced technology to redefine maritime software solutions.

Role Overview:

The Service Delivery Manager will be responsible for the maintenance, operation, support, and monitoring of corporate infrastructure, with a strong focus on customer satisfaction. This role is an individual contributor position that involves coordinating and managing operations, vendor relationships, crisis situations, and VIP support.

Key Responsibilities:

  • Serve as the primary point of accountability, collaborating closely with key clients and management.
  • Ensure high availability and resilience of platform services, facilitating swift and effective incident resolution.
  • Monitor service performance against established SLAs and SLOs, consistently meeting targets while identifying areas for enhancement.
  • Recognize, escalate, and track potential service risks.
  • Develop and maintain Standard Operating Procedures and comprehensive documentation.
  • Lead timely investigations and resolutions of service incidents utilizing root cause analysis techniques.

Qualifications:

  • Bachelor's degree in a technology-related field.
  • Several years of experience in IT within a dynamic environment, particularly in IT service management, operations, or technical support.
  • Experience collaborating within multi-disciplinary teams and engaging with various stakeholders on process development and implementation.
  • Proficient understanding of key ITSM principles, processes, and procedures, including SLA management, change management, capacity management, and incident management.
  • ITIL certification is preferred, along with a solid grasp of concepts related to cloud hosting technologies, infrastructure (system/network/security/DB), and DevOps.
  • Preference for candidates with a background in service organizations or software firms.


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