Service Delivery Manager

Job Purpose: The Service Delivery Manager (SDM) is responsible for overseeing program implementation and program delivery for a suite of managed IT services for external clients from transition, onboarding and throughout steady state. The SDM is responsible for overall success and partnership within the organization, while ensuring high customer engagement and satisfaction. 

Duties: 

• Manage technical program (and project) deliverables via internal teams to include: infrastructure, compute, governance, ITSM, et al; conduct regular standup meetings to ensure effective and efficient communication across verticals, as well as timely escalations when necessary; coordinate the assignment of projects via both internal resources and external vendors while interfacing with client to ensure milestones are met - 50% 
• Responsible for consistent reporting of program status, issues/risks and provides leadership for obstacle resolution - 20% 
• Document current state and conduct continuous improvement review of internal processes - 20% 
• Administrative duties as required; other duties as dictated by business and management - 10% 

Experience: 

• Four (4) years of College or University studies resulting in a Bachelor's Degree or equivalent 
• ITIL3/ITIL4 certification preferred 
• 3 to 5+ years of experience with technology and professional services project work 
• 2+ years project management experience delivering technical solutions 
• Experience overseeing technical installations, and/or serving in technical sales/sales engineer 
• Experience working with customers' technical, business, operational, and financial staffs 
• Experience working with hardware and software vendors 
• Experience with Client/Server applications, Networking Technologies, Storage Systems, Network Security Methodologies, or other related business technologies 
• Strong communication and cross-functional collaboration skills 
• Proficient with Microsoft Office/Office 365 suite 
• Experience with Microsoft SharePoint desired 
• Customer-focused interpersonal skills, professional conduct and communication skills to effectively gather information, ask questions to clarify technical requirements, discuss technical solutions with the customer, and discuss any challenges with internal personnel, external vendors and clients 
• Experience with related technical disciplines including IT Security, Business Continuance a plus 

Due to U.S. Government requirements applicable to foreign-owned telecommunications providers, non-US citizens may be required to submit to an extensive government agency background check which will necessitate disclosure of sensitive Personally Identifiable Information.