Job Description

Role: Service Delivery Manager

Location: Irving, TX

Onsite job

Responsibilities:

• Maintain high performance levels for service-related processes, and implement improvement activities wherever necessary
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery
• Developing a deep understanding of ongoing and new projects to gain insights into the scope of service delivery
• Take accountability for service delivery performance, meeting customer expectations, and forecasting future demand
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization

Requirements:

• Manage relationships between the client Networking team and its customers (internal and external)
• Strong diagnostic and problem-solving skills
• Active listening and analysis to identify issues or problems to ensure correct teams are involved in remediation efforts
• Research and creativity to identify a solution to the issue or problem
• Ability to communicate resolutions in a simple, easy to understand manner to the business
• Communication skills
• Verbal and written – via phone, email, chat, etc.
• Must be able to clearly communicate status updates
• Must be able to describe technical items to non-technical users
• Multi-tasking skills
• Ability to help a team member or customer real-time while performing other tasks
• Passionate about customer support
• Attention to detail – good organizational and time management skills
• A deep understanding of service management principles, frameworks (such as ITIL), and best practices to ensure the efficient and effective delivery of services. This includes incident management, problem management, change management, and service level management.
• Experience managing 3rd Party Network Service Provider
• Understanding of network fundamentals

Education and Experience:

• Bachelor’s Degree or Equivalent Work Experience, Computer Science, MIS, or similar field
• Previous experience in a large Enterprise is preferred
• Basic to Intermediate technical understanding of networking and wireless technologies
• Experience using ServiceNow

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