Job Description

Responsibilities

As a Service Delivery Manager, you will play a key role in providing leadership and stability in our managed services engagement and the opportunity to drive service delivery processes to desired maturity level. You will work closely with customer and other leaders to understand and deliver resource capability and capacity, and service outcome requirements from Service Strategy through Service Operations. You will partner with the Regional Consulting Operations Manager, Engagement Manager(s), other Service Delivery Leads, and key customers in driving BAU status that consistently complies with agreed KPIs and / or metrics. Primary Responsibilities You will be a focal person for Service Design, Transition, and Operations. For Service Design, you will work with the customers and other leads toward aligning the support set up, including the capability and capacity requirements to operationalize service outcome. For Service Transition, you will ensure that For Service Operations, you will drive the services KPI of the team by ensuring that day-to-day services are within the expected threshold and proactively trigger incident breaches for investigation and resolution. Coordinate with other internal teams and external support groups for campaign issues and resolutions. Ensure compliance of the service and team to the set and agreed contractual obligations.

• Manage and mentor team members, and adhere to service delivery and proficiency requirements; provide guidance and training support adoption of relevant ITSM processes
• Develop reports of process performance and compliance and present/deliver to the leadership team
• Identify opportunity areas and lead delivery of the team’s service improvement plan
• Review and identify root case for escalated tickets and utilize the learning to improve the service
• Oversee the resolution of critical tickets that resulted to customer escalation; ensure that customer is duly informed on the status of resolution
• Support business development activities, including identification of up-sell or cross-sell opportunities
• Participate in regular and ad hoc service and/or account meetings
• Actively collaborating with other teams: Project / Engagement / Service Delivery Leads for service alignment; HR for people support; and other service teams to ensure compliance with SLA and customer satisfaction
• This role will report to the Regional Consulting Manager in the Philippines.

Qualifications

• A Bachelor’s Degree in Computer Science or any computer-related course.
• Proven experience in IT service operations, people management, and stakeholder management – in a leadership or client-facing role
• Knowledge in Java, Kafka, Openshift and other open source technologies are preferred.
• Experience in DevOps is preferred.
• Has a track record of high performance and ability to deliver results based on goals or metrics
• Proven leadership and an ability to manage resources and motivate teams
• ITIL experience and certification, preferred.
• Direct customer relationship experience
• Ability to resolve issues within functional area and/or area of expertise
• Ability to develop new and creative ideas to improve current processes
• Must possess exceptional interpersonal skills
• Must be able to empathize, and set proper tone when aligning roles with team members and other stakeholders
• Must have excellent time-management and organizational skills