12:05:00 PM
#JOB - Service Desk Delivery Manager - Southborough, MA
Service
Desk Delivery Manager - L3
Southborough,
MA
Job
Type: Permanent
Job Description :
Senior
infrastructure services SDM resume with experience in Global Service desk, ITIL
process, Cross functional services/ITSM tools and who could drive various
operational excellence programs with ability to communicate and manage client
executive team expectations.
This
position is for Southboro, MA and I have outlined responsibility statement.
This
role is responsible for ensuring that services as defined under the various
Customer infrastructure support plans are being delivered at the operational
level to meet agreed SLAs. This includes taking an end to end view of Customer
infrastructure services and seeking to be proactive in the continuous
improvement of service delivery.
As
services are managed on an end to end basis, the Service Delivery Manager is
responsible for:
•
Understanding the business outcomes required from Customer infrastructure
services
•
Monitoring and reporting on service performance
•
Contributing to remediation of service failure and continuous improvement of
delivery
•
P&L responsibilities and within the Managed Services group there will be
roughly 300+ staff across the region. Prior P&L responsibility and a proven
history of expanding/growing client services/spend is a must to perform in the
role
•
Drive operational and technology service improvement initiatives
•
Assisting the Sales Team in establishing Service Agreements and Support Plans
On
a day-to-day basis, the role will encompass:
•
Escalation point for both Operations staff and customers in relation to process
or service failures
•
Assisting to define the metrics for operational performance reporting
•
Stakeholder management for the services Datacenter operations, Cross functional
services /tools , Process team and drive service Improvements programs
•
Drive the operations team in a geographically dispersed setup
•
Implement ITIL Support processes initiates that would involve Infrastructure
and Application team involved.
•
Ensure that customers have access to appropriate information in regard to
overall service performance, planned service outages and changes to service
profiles.
•
Global Service Desk Support
•
Manage global operations with centers in India , US, Europe and Asia
•
Experience handling complex service desk operations with 65000+ user base
across different geos.
•
ServiceNow administration and development support with below mentioned key
scope of work :
•
Incident management - Monitor Incident Queue 24 X 5 (24*7 for P1/P2)
•
Problem & Break/fix Management
•
Change RFCs for config changes ;Obtain approval; Follow change lifecycle
•
Request Fulfillment User Management ;Group Management, Data Configuration
Changes and Other support requests
Knowledge
& Skills:
·
Track record in management of teams and personnel
·
Have worked in a multi customer environment
·
Demonstrable track record in delivering Service Desk /Help Desk operations.
·
Highly analytical in problem solving with the ability to apply original and
innovative thinking
·
Display and apply knowledge of technologies including: Microsoft, thin client
technologies, server virtualization, Storage SAN/NAS, Infrastructure Networks
and an awareness and understanding of additional software programs and
technologies relevant to technical infrastructure environments.
·
Minimum of 10 years’ experience in the field.
Education
and Experience:
·
Relevant degree and/or professional qualifications
·
ITIL v. 3 Intermediate level of Service Management
·
ServiceNow , Remedy certification
·
PMP certified
·
Six Sigma /Lean improvement experience
·
Minimum 5 – 8 years of experience in a client facing position
·
Experience working in Life science and Pharmaceutical IT managed services
organization / company
From
an internal perspective, the Service Delivery Manager acts as a customer
advocate to delivery teams, ensuring that customer needs and expectations are
understood and properly translated to operational parameters. This role is also
expected to have a level of knowledge and experience to act as “trusted
advisor” in recommending improvements to operational activities that will
enhance service robustness and reliability.
#ServiceDeliveryManager #DeliveryManager #ServiceDelivery #ServiceDesk #Helpdesk #GlobalServiceDesk #Southborough #Massachusetts #Job #Jobs
Abraham | 678-720-3170 | abraham@vdartinc.com
| Tweet Me @abraham_vdart