Full-Time Service Delivery Manager

• Provide amazing support to a dedicated group of clients, greatly exceeding their experience.
• Work with technical teams to provide service level analysis and facilitate continual improvements.
• Provide governance to maintain a client’s service portfolio.
• Work with technical teams to facilitate knowledge management.
• Work closely with Director of Service Delivery, Client Success Manager, and Executive Sponsor to make sure all COBIT and ITSM related deliverables are met.
• Understand and provide recommendations, identifying improvements to existing IT capabilities, and defining new strategic IT capabilities.
• Performing successful root cause analysis for complex problem resolution.
• Accountable for identifying needs and monitoring the progress of deliverables from internal and external service provider teams.
• Responsible for understanding, communicating, and ensuring operational policies and standards are adhered to.

• 5 to 8 years of previous service analyst, delivery, or project management experience.
• Demonstrated experience with COBIT governance is required.
• Previous management or leadership experience in IT or a related role.
• In-depth knowledge of escalation procedures, incident management, and other disciplines related to service delivery.
• Working knowledge of ITIL practices, project management, and other processes related to service delivery.
• Experience in managing third-party vendors.
• Strong analytical skills and a demonstrated ability to troubleshoot problems.
• Excellent communication and customer service skills, both written and oral.
• Ability to prioritize tasks effectively and have strong organizational skills.
• Bachelor’s degree in computer science, engineering, or equivalent work experience.

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