CompuCom

  • Service Delivery Manager - Jacksonville, FL

    Posted Date 1 week ago(7/10/2018 3:39 PM)
    Posting Location
    Jacksonville, FL
    Req #
    R0013228
    Category
    Information Technology
  • Overview

    This role will enhance the expectations of the internal/external customer experience by overseeing the Service Delivery performance to clients and to ensure that service levels are achieved. This role will also provide strategic leadership and direction to support the operations, growth and transformation activities of the organization. Most importantly, this role will always look to continually improve the service delivery operations to ensure that we are meeting, and exceeding, the customer experience. The ideal candidate will show a proven track record in handling multi-faceted obligations in an environment where meeting goals, and being diplomatic, is the key to success.

    Responsibilities

    Support the organization in delivering the Service Strategy and vision.

    Ensure adherence to Service Management Processes by the Operations Team.
    Strategically manage the implementation of IT Services which support our customers
    Ensure all service level agreements are delivered within contracted time frames
    Ensure Operational Level Agreements are delivered within specific timeframes (i.e. where the customer requirements differ from the service level in standard service descriptions)
    Work to mitigate the impact of service failures and improve quality processes
    Act as the functional manager for all service management processes, being the escalation point for process owners and giving direction to continuous improvement of all service support and service delivery processes.
    Support the process owners and ensure process functionality and delivery
    Actively participate and manage the service delivery meetings with internal customers and also with IT teams
    Prepare status reports for customers by working with differing internal and external teams
    Prepare monthly reports for Customers and Management, highlighting any service exceptions
    Responsible for managing a team of onsite and remote employees. Includes Hiring, employee relations and leading to deliverables

    Qualifications

    Well documented experience in a Service Delivery function, including solid experience of working with customers at the mid and senior level positions. Minimum experience required at this level is 3 - 5 years.

    Detailed knowledge of various current and legacy IT systems
    Strong analytical and problem-solving skills
    Proven track record of exhibiting professionalism and diplomacy
    Strong interpersonal, communication and presentation skills
    Extensive experience of customer and supplier relationships
    Education:

    BS in Computer Science, Information Technology, or related field or equivalent experience
    ITIL V3 Foundation Certified preferred

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