IT Infrastructure Senior Service Delivery Manager - Bedminster, NJ
Company Name:
Cynet Systems
We are looking for IT Infrastructure Senior Service Delivery Manager for our client in Bedminster, NJ
JOB TITLE: IT Infrastructure Senior Service Delivery Manager
JOB LOCATION: Bedminster, NJ
JOB
Responsibilities:
Service Delivery Managers (SDM) is a technical
services
manager responsible for coordinating the delivery of services into key enterprise customers.
The SDM plays a vital role in creating long-term healthy; service provider - customer relationships, acting as the bridge between the client and our operational delivery teams.
The key responsibility of the SDM is governance across all areas of service including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery excellence.
The SDM will be involved in a variety of tasks that requires management of the Service Desk, off-shore support teams, Projects and Install teams and interaction with customers and customer systems.
This role also requires the ability to trouble shoot issues and to mentor and develop staff.
The SDM will continually develop and strengthen customer relationships by creating long term partnerships through pro-active and personable interactions.
Successful SDM will have:
A passion for working with people
Effective service delivery and escalation management
A creative approach to problem solving
Effective communication, negotiation and technical skills
Responsible for significant cross functional projects, typically with large budgets and sizable staff, focused on meeting customer commitments, including communications with sponsors, stakeholder and internal staff.
Provide leadership, vision and direction for both internal team and customers.
Use knowledge of mission and core strategy as a basis to develop specific objectives and goals.
This Technical/Solution Architect will be viewed as an expert, highly sought after resource and a key advisor to management and customer.
Specific Responsibilities Include:
Successful service delivery - SLA achievement and high level of customer satisfaction
Monitoring overall performance of services
Excellent communication around issues and opportunities - get things done, make things happen
Removing all obstacles to customer satisfaction and/or financial performance
Defines the responsibilities of parties involved in the project including customers, management, project team, vendors and others affected by the project.
Maintains effective communication and working relationships with customers and project team members.
Working with customer and operations teams to identify and manage service improvement activities
Along with operational managers and technical leads, accountable for and contribute to the overall performance of services delivered
Service transition for customers as services are added or removed
Specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery
Prepares and presents oral and/or written technical reports and project presentations.
Required Qualifications and
Experience:
Possess a Bachelor's Degree (Master's Degree or MBA preferred) from an accredited college or university with a major in
computer
Science, Information Systems, Business Administration,
Have ten (10) years of full-time experience managing the implementation and support of
information technology
projects with at least 3-5 years as Service Delivery Manager
Working with diverse and multi-region teams. Experience with global delivery using offshore/onsite model
Ability to interpret technical procedures to customers, and internal team members
Ability to establish and maintain effective working relationships with other team members and customer representatives.
Ability to give clear and consistent instructions to team members.
Knowledge of and ability to utilize current word processing, spreadsheet, database, e-mail and Internet software.
Writing proficiency and visual design skills, oral presentation skills, ability to develop, lead, motivate and supervise working teams, problem solving and decision-making skills.
Outstanding record of success, both in results achieved and in use of professional methodology. Pro-active in developing and implementing strategies that significantly mitigate risk.
Identifies, develops and initiates innovations and solutions where precedents and procedures may not exist. Works cross-functionally to solve problems and implement changes.
Demonstrates superior collaboration skills and techniques which appropriately define alternate solutions, resolve conflicts and create lasting productive partnerships with customers
Projects a credible executive image when strategically communicating and planning for change.
Demonstrates superior inter-personal skills, conflict resolution and negotiating skills. Ensures open communication across project team.
Handles broad-based, often complex, communication for internal and/or external audiences. Creates a forum and format for ongoing open communication within functional area and customers
Regularly makes decisions and takes independent action on matters directly affecting strategic goals. Guides staff and project managers in learning and applying useful decision makes approaches.
Estimated Salary: $20 to $28 per hour based on qualifications.
Cynet Systems
We are looking for IT Infrastructure Senior Service Delivery Manager for our client in Bedminster, NJ
JOB TITLE: IT Infrastructure Senior Service Delivery Manager
JOB LOCATION: Bedminster, NJ
JOB
Responsibilities:
Service Delivery Managers (SDM) is a technical
services
manager responsible for coordinating the delivery of services into key enterprise customers.
The SDM plays a vital role in creating long-term healthy; service provider - customer relationships, acting as the bridge between the client and our operational delivery teams.
The key responsibility of the SDM is governance across all areas of service including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery excellence.
The SDM will be involved in a variety of tasks that requires management of the Service Desk, off-shore support teams, Projects and Install teams and interaction with customers and customer systems.
This role also requires the ability to trouble shoot issues and to mentor and develop staff.
The SDM will continually develop and strengthen customer relationships by creating long term partnerships through pro-active and personable interactions.
Successful SDM will have:
A passion for working with people
Effective service delivery and escalation management
A creative approach to problem solving
Effective communication, negotiation and technical skills
Responsible for significant cross functional projects, typically with large budgets and sizable staff, focused on meeting customer commitments, including communications with sponsors, stakeholder and internal staff.
Provide leadership, vision and direction for both internal team and customers.
Use knowledge of mission and core strategy as a basis to develop specific objectives and goals.
This Technical/Solution Architect will be viewed as an expert, highly sought after resource and a key advisor to management and customer.
Specific Responsibilities Include:
Successful service delivery - SLA achievement and high level of customer satisfaction
Monitoring overall performance of services
Excellent communication around issues and opportunities - get things done, make things happen
Removing all obstacles to customer satisfaction and/or financial performance
Defines the responsibilities of parties involved in the project including customers, management, project team, vendors and others affected by the project.
Maintains effective communication and working relationships with customers and project team members.
Working with customer and operations teams to identify and manage service improvement activities
Along with operational managers and technical leads, accountable for and contribute to the overall performance of services delivered
Service transition for customers as services are added or removed
Specify systems, processes and methodologies, to ensure effective monitoring, control and support of service delivery
Prepares and presents oral and/or written technical reports and project presentations.
Required Qualifications and
Experience:
Possess a Bachelor's Degree (Master's Degree or MBA preferred) from an accredited college or university with a major in
computer
Science, Information Systems, Business Administration,
Have ten (10) years of full-time experience managing the implementation and support of
information technology
projects with at least 3-5 years as Service Delivery Manager
Working with diverse and multi-region teams. Experience with global delivery using offshore/onsite model
Ability to interpret technical procedures to customers, and internal team members
Ability to establish and maintain effective working relationships with other team members and customer representatives.
Ability to give clear and consistent instructions to team members.
Knowledge of and ability to utilize current word processing, spreadsheet, database, e-mail and Internet software.
Writing proficiency and visual design skills, oral presentation skills, ability to develop, lead, motivate and supervise working teams, problem solving and decision-making skills.
Outstanding record of success, both in results achieved and in use of professional methodology. Pro-active in developing and implementing strategies that significantly mitigate risk.
Identifies, develops and initiates innovations and solutions where precedents and procedures may not exist. Works cross-functionally to solve problems and implement changes.
Demonstrates superior collaboration skills and techniques which appropriately define alternate solutions, resolve conflicts and create lasting productive partnerships with customers
Projects a credible executive image when strategically communicating and planning for change.
Demonstrates superior inter-personal skills, conflict resolution and negotiating skills. Ensures open communication across project team.
Handles broad-based, often complex, communication for internal and/or external audiences. Creates a forum and format for ongoing open communication within functional area and customers
Regularly makes decisions and takes independent action on matters directly affecting strategic goals. Guides staff and project managers in learning and applying useful decision makes approaches.
Estimated Salary: $20 to $28 per hour based on qualifications.
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