Service Delivery Manager

dinCloud Pakistan, An ATSG Company


Date: 6 hours ago
City: Remote
Contract type: Full time
Remote
What You Will Do

Strategic Client Management:

  • Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
  • Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
  • Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
  • Lead Service Delivery Management XTIUM-Client governance cadence, including regular operations reviews and SLA reporting.


Operational Excellence:

  • Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
  • Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
  • Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.


Client Collaboration and Vision Development:

  • Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies.
  • Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
  • Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients


Leadership and Innovation:

  • Provide leadership to ensure XTIUMs portfolio of services is aligned with clients' business needs and transformation programs.
  • Contribute to evolving technical standards, platforms, frameworks, and road maps for clients, ensuring effective communication and implementation throughout the service lifecycle.
  • Provide input into programs, policies, and procedures for continuous improvement of XTIUM IT managed services.


What Qualifies You

  • 6+ years of related experience in IT and IT technical staff management.
  • Proven track record in Service Delivery management with a focus on superior client satisfaction.
  • Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
  • Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements.
  • Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
  • Exceptional team player with outstanding interpersonal and communication skills (written and oral).
  • ITIL Foundation Certifications highly desired or equivalent to ITIL experience.
  • Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
  • In-depth understanding of desktop, server, application, and network environments.
  • Minimum of a bachelor's degree from a four-year college or university or equivalent experience.

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