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Client Services Manager
2 months ago
Service Delivery Manager
Salary Range: $100-125k
Location: Warren, NJ
This position initially requires onsite presence in Warren County, New Jersey, followed by a hybrid work model with three days in the office 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 global transportation organization.
The client represents the IT sector of a worldwide leader in shipping, transport, and logistics, boasting a workforce of over 1,000 employees. They are at the forefront of the industry, leveraging innovative technology. The Service Delivery Manager will engage with advanced maritime software solutions, allowing for a hybrid work arrangement.
Key Responsibilities:
- Oversee and ensure the satisfaction of key clients while maintaining accountability.
- Establish and uphold high availability and resilience of service platforms, ensuring swift and effective incident resolution.
- Monitor service performance against established SLAs and SLOs, consistently meeting targets and identifying areas for enhancement.
- Identify, escalate, and manage potential service risks.
- Develop and maintain Standard Operating Procedures and comprehensive documentation.
- Coordinate and facilitate the timely investigation and resolution of service incidents, employing root cause analysis techniques.
Required Qualifications:
- Bachelor's degree in a technology-related field.
- Several years of experience in IT within a dynamic environment, specifically in IT service management, operations, or technical support.
- Experience collaborating in multi-disciplinary teams with various stakeholders, focusing on process and procedure development and implementation.
- Strong knowledge of 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 a background in service organizations or software firms.
