Job Listing
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| Job ID: 14071755 |
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| Job Location: |
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| How to Apply: | To see employer contact information, log in or register. |
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| Job Title: | Service Delivery Manager |
| Work Type: | Work Days: Work Vary: Yes , Shift: Other, Hours Per Week: 40, Work Type: Regular |
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| Salary Offered: | Unspecified |
| Benefits: | Unspecified. |
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| Physical Required: | Unspecified |
| Drug Testing Required: | Unspecified |
| Education Required: | High School Diploma/GED |
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| Experience Required: | Unspecified |
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| Required Skills: | Please see the job description for information about required job skills. |
| Preferred Skills: |
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| Job Description: |
Service Delivery Manager
Job Locations
US-Remote Location
ID 2024-23433 Company OneNeck IT Solutions
Overview
Want to be part of a customer focused, high performance, high integrity team of technology professionals? At OneNeck IT Solutions we deliver world class IT solutions to our customers globally. We are seeking an entry-level Service Delivery Manager who is passionate about technology and providing best-in-class customer experience. Our managed services engagements allow our employees to have access to a variety of technologies and environments, broadening your skillset while preparing you for future growth.
We are open to filling this position REMOTELY in any of the states in which OneNeck IT Solutions LLC operates -OR- in a hybrid work model in / near any of our physical office locations (Eden Prairie, MN; Madison, WI; Des Moines or Cedar Rapids, IA; Denver, CO; Omaha, NE or Scottsdale, AZ).
Responsibilities
The Service Delivery Manager is responsible for managing the overall and ongoing service delivery for assigned accounts at varying levels of complexity. The portfolio includes customers with similar services and where customers are leveraging a subset of OneNeck IT Solutions services catalog (i.e. Cloud, Managed Services, Colocation, Microsoft D365, Azure).
Responsibilities include:
Communicate and manage externally (with customer) at varying levels of complexity (entry-strategic) based on role:
Existing service delivery problems, including customer complaints
Past performance, including service reviews, PIRs, and RCAs
Work in progress, including incidents, service requests, changes, and problems
Service descriptions and alignment of service delivery
Compliance and audit participation
Overall customer status and satisfaction
Communicate and manage internally:
Existing service delivery problems, including customer complaints
Work in progress, including incidents, service requests, changes, and problems
Write leadership and mass customer communications
Overall customer status and satisfaction
Maintain and improve:
Configuration information, including CMBD information
Customer runbooks
Escalation and customer contact information
Work with OneNeck account teams to drive outstanding customer satisfaction
Overall customer business and technical overview
Manage ITIL Change Management:
For all OneNeck performed changes
Awareness, understanding, and integration of customer changes with OneNeck performed change activity and schedule
Follow the Change Management process and adhere to service delivery expectations
Identify, participate and as necessary escalate:
Opportunities for service delivery improvements, including process, procedure, and technical architecture
Customer concerns
SLA breaches
Recurring service delivery issues or systems performance issues
Customer-specific risks (risk reports)
Adhere to service delivery expectations for major and critical incidents
Qualifications
Required Qualifications:
Bachelor's Degree (or higher) -OR- equivalent professional work experience
2+ years direct customer service and/or project management experience
1+ years IT experience
Availability to consult, assist and/or perform after-hours support and participate in on-call rotations
Other Qualifications:
ITIL experience or certification preferred.
Technical knowledge of data center infrastructure, colocation, server, network and managed services offerings.
Excellent verbal and written communication skills.
Formal IT and business centric presentation skills for multiple levels of management.
Demonstrated ability to work with multiple large customer accounts at the same time.
Ability to establish customer trust and confidence.
OneNeck IT Solutions offers multi-cloud solutions, combined with managed services, professional IT services, hardware and local connectivity via top-tier data centers across the country. Our team of technology professionals deliver secure, modern platforms and applications for organizations embracing data-driven transformation and secure end-to-end solutions.
To learn more about this position or our company, visit oneneck.com.
EEO/AA/Employer/Vets/Disability
Employment at OneNeck is subject to post-offer, pre-employment drug testing. EEO/AA Employer/Vets/Disability.
Refer to ID 79388411 when applying |
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