Service Delivery Manager- Direct Hire

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Ref ID: 03200-9735656Classification: Project Leader/ManagerCompensation: $40,000.00 to $80,000.00 per yearThe Service Delivery Manager (SDM) is responsible for ensuring that SMSs support is properly coordinated and integrated into the clients IT processes and will act as the prime interface for service delivery across all of the clients facilities. The SDM is a technical resource for ongoing support of the clients IT environment. The SDM works closely with the clients technical staff and IT management. The SDM is a primary contact for process or technology issues that could impact the availability, security, or performance of critical IT services. Working closely with the clients technical staff and IT management, the SDM provides guidance to maintain the high-availability environment. To help meet the clients business objectives and ensure continual improvement, the SDM manages and delivers technical services, participates in periodic reviews and internal meetings, and transfers knowledge of best practices. The SDM will provide deliverables, either remotely or onsite, at SMSs discretion with the clients approval. Essential Duties and Responsibilities Fully understand the Statement of Work (SOW) that governs the relationship between SMS and the client Collaborate with the Engagement Management (EM) services team, Account team, and Global Resource (GR) team in presenting Service Activity Reviews with the client Translate client requirements into working instructions for delivery within the scope of the governing SOW Take overall responsibility for the service delivery: providing the client with a single point of contact, and overseeing daily service activity on the account to ensure service delivery objectives are met or exceeded Monitoring client's service delivery experience to ensure that it meets or exceeds expectations Mitigate and solve escalations with urgency and determination: including taking a lead role in critical service failures, which may include facilitating technical and managerial teleconferences Maintain and update as needed, the functional, technical and procedural knowledge to service delivery stakeholders (Account Service Plan or Run Book) Remotely manage FTE and/or staff augmentation engineers Build and maintain client relationships Ensure that quality services are delivered with regard to the agreed SOW Other Duties Additional duties may include, but are not limited to: o Researching, vetting, and on-boarding additional resources o Providing SDM services for additional clients Minimum Qualifications Key Competencies: Excellent communication skills, ability to communicate over the telephone, and run a teleconference is crucial to success in this role Excellent meeting management skills, both in person and teleconference skills Excellent Microsoft Office skills, ability to create and use spreadsheets to analyze data, ability to create professional looking presentations and documents Excellent understanding of ITIL service delivery concepts Excellent crisis management skills, ability to facilitate problem resolution in stressful situations Training and Experience: Four-year College Degree from accredited institution 5+ years in an IT service delivery organization 2+ years as a manager in an IT service delivery organization ITIL certification preferred