Service Operations Manager

1 week ago


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

Service Delivery Manager

Salary Range: $100-125k

Location: Warren, NJ

This position begins with an initial requirement of onsite presence in Warren County, New Jersey, followed by a hybrid work model that includes three days of onsite work each week.

Applicants must be U.S. 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.

Walsh Employment is seeking a Service Delivery Manager for a prominent global transportation firm.

Our client operates within the IT sector of a leading organization in shipping, transport, and logistics, employing over 1000 professionals and leveraging advanced technology to redefine industry standards. We are currently in search of a Service Delivery Manager to oversee some of the most engaging maritime software solutions available. This role offers a hybrid work environment.

Key Responsibilities:

  • Ensure the maintenance, operation, support, and monitoring of corporate infrastructure to guarantee customer satisfaction.
  • Act as the primary point of accountability while collaborating closely with key clients and management.
  • Establish and uphold high availability and resilience of platform services, ensuring swift and effective incident resolution.
  • Monitor service performance in alignment with 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 and facilitate timely investigations and resolutions of service incidents, employing 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, IT operations, or technical support.
  • Experience collaborating within multidisciplinary teams and managing multiple stakeholders, along with a background in process and procedure development.
  • Strong knowledge 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 understanding of cloud hosting technologies, infrastructure (system/network/security/DB), and DevOps methodologies.
  • Preference for candidates with experience in service organizations or software firms.


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