Dynamic Service Delivery Manager Job in Chautauqua 45342, Ohio US
Are you looking for an exciting new career opportunity in the IT field with a great company? If so, Modis IT is looking for you! Description as follows:
JOB PURPOSE
- To be the 'Service Delivery' manager for specific business area, interfacing with IT and business partners to own Service delivery, work delivery and operational reporting
- Build maintain strong relations with the Business and IT partners through the development of mutual trust and transparent reporting
- Act as an interface between company, technical teams, IT and business partners for service delivery and work requests
- Play a key role in the deployment of strategy Plans
ACCOUNTABILITIES
Main duties and responsibilities:
Service Delivery
- Act as an escalation point for Operational Delivery where this is required outside Standard Operating Procedures (SOPs)
- Raise problem tickets where repeated incidents are identified or brought to the SDM's attention by other Managers, e.g. BRMs or pass directly to the operational leads
- Work with customers to review any Operational escalations and compliments related to services provided. Ensure that any Escalations are dealt with appropriately, keeping the relevant Customer informed of actions taken to address any issues and prevent reoccurrence
- Close liaison with the operational leads to ensure good service delivery and help where relevant on incidents and problems
- Be accountable for the delivery all complex work requests relating to their business area, and have an thorough understanding of all non-complex work requests for their business area
- Responsible for managing service level agreements KPIs
- Lead reviews of performance against SLAs KPIs to IT and /Business Partners through operational reporting and service review.
- Influence client decisions to ensure these are best fit with Technical strategy
- Involvement with developing improvement programmes to address any short falls in service delivery or customer satisfaction.
- Fully understand service portfolio associated to respective business area, ensuring that Quality of Service is uppermost in the delivery phase.
- Identify and implement opportunities to deliver better stakeholder value
- Form strong relationships with the customer, building mutual trust, transparency and understanding of business requirements drivers.
- Support and assist in the implementation and on-going use of ITIL based Service Management processes
- Review capacity recommendations, liaising with the Demand and Capacity Planning Manager as appropriate
Education
- Bachelor's Degree and 5 years experience preferred or 10 years work related experience.
- ITIL certification preferred
Experience
- Previous Management of Technical team required in a large complex organization
- Suitable and relevant experience in an IT-related position, preferably in management of a blue-chip operational network environment
- Solid experience in process development, deployment and operation
- Solid experience of continual service improvement programs.
If you think you are a good fit for this position or know someone who is, please e-mail resumes to gregory.bright@modis.com or just call 614-781-4056. Thanks!
December 29, 2011
• Tags: Dynamic Service Delivery Manager Job in Chautauqua 45342, Ohio Us • Posted in: General