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Client Services Manager
2 months ago
Service Delivery Manager
Salary Range: $100-125k
Location: Warren, NJ
This position will initially require onsite presence in Warren County, New Jersey, followed by a hybrid work model with three days per week onsite.
Applicants must be US Citizens or possess a US Green Card.
Comprehensive benefits include medical, dental, vision, 401K with company matching, and four weeks of vacation after one year of service.
About the Company:
Walsh Employment is part of a global transportation organization based in central NJ, recognized for its innovative contributions to the shipping, transport, and logistics sectors. With a workforce exceeding 1000 employees, the company is at the forefront of industry advancements through state-of-the-art technology. We are currently seeking a Service Delivery Manager to oversee some of the most engaging maritime software solutions available.
Role Overview:
The Service Delivery Manager will be responsible for the maintenance, operation, support, and monitoring of corporate infrastructure, ensuring high levels of customer satisfaction. This role requires an individual contributor who will coordinate, manage, and take ownership of operations, vendor relations, crisis management, 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 SLA and SLO targets, consistently striving for improvement.
- Identify, 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, specifically in IT service management, IT operations, or technical support.
- Experience working within multi-disciplinary teams and engaging with various stakeholders, particularly in process and procedure development.
- 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 cloud hosting technologies, infrastructure (system/network/security/DB), and DevOps practices.
- Ideal candidates will have a background in service organizations or software firms.
